IT Support Engineer (London Office)

This position is responsible for technical support for Red Hat associates in a global 24/5 omni-channel tiered support environment. Potential Tier grade(s) for this role is Tier 1. This position is primarily responsible for general IT support as well as performing physical or remote troubleshooting procedures and solving technical problems on computer hardware, software, Audio/Video components, and network connectivity. This will include, but is not limited to laptops, peripherals, multiple operating systems, and various commercial and customer proprietary software.
The role is responsible for maintaining a high level of customer satisfaction. This position will report to the IT Global Enterprise Support Regional Manager.

We are hiring candidates who are based in London.

What you will do

• Be a responsible party for day-to-day IT support and serve as a single point of contact for internal customers regarding IT issues, requests, and queries

• Proactively monitor ticket queues, Chat, and Phone to provide support to Red Hat associates

• Perform core competencies of triage, assignment, request fulfillment, and issue remediation

• Provide general IT support; troubleshoot IT-related problems

• Adhere to established ticket handling procedures

• Work within the ITSM system to ensure all tickets are responded to and updated per process for the benefit of the customer

• Escalate unresolved calls to the next level support team following established protocols

• Provide exceptional professional customer service to our internal Red Hat Associates in all interactions

• Provide support for a far ranging list of technologies including: Linux, Microsoft and Mac OS, Google productivity suite including Gmail, Calendar, Drive, Blue Jeans Meetings, Desk phones, mobile devices, WIFI etc.

• Support business meetings including Audiovisual needs and conference room AV equipment

• Work closely with your peers across the globe in ensuring the GES IT Support organization provides a consistent global support experience

What you will bring

• Exceptional customer service skills / Ability to fulfill the role of a customer advocate

• 2+ years of IT support experience

• ITIL certified or a strong knowledge of ITIL principles is a plus

• Technical knowledge of Linux, Microsoft, Apple OS

• Experience supporting productivity platforms

• Experience working in an IT Ticketing System (such as Service Now or Remedy)

• Very good technical troubleshooting skills

• Knowledge of office technologies such as networking, telephony, and audio-visual equipment

• Must be very organized and able to multitask and work in a sometimes stressful environment

#LI-NG1

About Red Hat

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Diversity, Equity & Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions of diversity that compose our global village.

Equal Opportunity Policy (EEO)
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

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