Red Hat IT Support Engineer in Raleigh, North Carolina

Job description

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 team is looking for an IT Support Engineer to join us in Raleigh, NC. In this role, you will provide first line of technical support and customer service support for Red Hat associates in a global 24/7 environment. You will respond to Level 1 and 2 technical support incidents and requests as well as performing troubleshooting procedures and solving technical problems on computer hardware, software, components, and network connectivity. As an IT Support Engineer, you will also use remote access to client PCs to resolve complex issues. In some cases, you’ll create and maintain network and software accounts. You’ll process and manage customer contacts using telephone, web, email, chat or by the Service Desk ticketing system. You’ll be responsible for maintaining a high level of customer satisfaction.

Primary job responsibilities

  • Serve as a single point of contact for tickets, phone calls, emails, etc., from customers regarding IT issues, requests, and queries

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

  • Provide documented status updates following established process on behalf of customers

  • Provide Level 1 and 2 and subject matter expert support; troubleshoot IT-related problems from in-house software to hardware like laptops, peripherals, etc. and basic network issues

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

  • Maintain high degree of customer service for all support queries and adhere to all service management principles

  • Maintain the knowledge base life cycle (create, modify, and retire) following established process

  • Respond to emergency situations as assigned

  • Perform other related duties as required or assigned by your supervisor

Required skills

  • Solid written and verbal communication skills

  • Ability to fulfill the role of a customer advocate

  • Ability to adapt to a fast-paced support environment with shifting priorities

  • Willingness and ability to work in a highly collaborative team and support organization

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, uniformed services, 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.


Job ID 59498

Department Information Technology

Location US-NC-Raleigh

Posting date 10/12/2017

Remote base ..