• IT Global Enterprise Support Deskside Engineer

    Location US-CA-San Francisco
    Posting date 1 week ago(11/9/2018 3:22 AM)
    Job ID
    Information Technology
    Remote base
  • Company description

    At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

    Job summary

    The Red Hat IT Global Enterprise Support team is looking for an IT Global Enterprise Support Deskside Engineer to join us in San Francisco, CA. In this role, you’ll be responsible for on-site desk support at our two key California locations and will report into the IT Global Enterprise Support America's Associate Deskside Manager. You will work with your IT peers around the world to help deliver outstanding IT support at the offices. You will also work to guide our strategic support improvements. We’ll expect you to have demonstrated IT support experience in an enterprise organization. This position will be located at our San Francisco office with weekly travel to support our office in Sunnyvale.

    Primary job responsibilities

    • Be the responsible for day-to-day onsite IT support at our San Francisco and Sunnyvale offices
    • Provide exceptional professional customer service to our internal Red Hat associates in all interactions
    • Provide exceptional level 2 support and act as an escalation point for our Global Remote Support team   
    • Provide end user support for Linux, Mac, and Windows laptops and operating systems for all three platforms
    • Support far-ranging list of technologies, including Google Suite (Gmail, Calendar, Drive), BlueJeans, desk phones, mobile devices, WIFI, etc.
    • Support business meetings, including audio-visual needs and conference room AV equipment
    • Provide in office network, server, and telephony support when called upon to do so
    • Develop relationships and engage with the key business stakeholders within your responsible offices
    • Work closely with your peers across the globe in ensuring we provide a consistent global support experience
    • Work within our ITSM system and ensure all of your tickets are responded to and updated per established processes
    • Ensure that all SLA’s are met in a consistent manner
    • Ensure an excellent IT experience and outstanding customer service satisfaction

    Required skills

    • 1-3 years of relevant IT support experience
    • Exceptional customer service skills
    • Practical knowledge of office technologies like networking, telephony, and audio visual equipment
    • Practical experience supporting laptops and in particular MacOS
    • Experience with or knowledge of Linux
    • Experience supporting productivity platforms with a desire for Google experience
    • Very good technical troubleshooting skills
    • Ability to to learn new technologies quickly
    • Process and procedure-driven, while still being able to think outside the box
    • Experience working within IT ticketing systems; experience using ServiceNow is a plus
    • Organized and able to handle multiple priorities and work in a sometimes stressful environment
    • Sense of urgency when the situation calls for it
    • Exceptional verbal and written skills in English
    • Experience with and passion for guiding change and continual improvement
    • Willingness to travel up to 10% to other Red Hat offices or events globally

    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.

    Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.


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