Position Information

Executive IT Support Engineer

Full job application available here
Job summary

The Red Hat Executive Leadership team is looking for an Executive IT Support Engineer to join us in Boston, MA.
In this role, you will provide premium technical support in a highly visible role to the Executive Leadership team as well as users in the Boston office and to Red Hat associates across the globe.
You will be responsible for general IT support as well as performing physical or remote troubleshooting procedures and solving technical problems on computer hardware, software, AV components, and network connectivity. This will include, but is not limited to laptops, peripherals, mobile devices, multiple operating systems, and various commercial and customer proprietary software. You’ll be responsible for maintaining a high level of customer satisfaction and report into the IT Global Enterprise Support Associate Manager.

 

Primary job responsibilities

  • Make decisions and shift priorities when needed to ensure high quality IT support
  • Answer, evaluate, and provide guidance and expertise to executives experiencing problems with company provided and personal IT equipment, including but not limited to, Wi-Fi devices, mobile phones, tablets, laptops, video conferencing equipment, internet providers, home printers, etc.
  • Assist other IT support teams in fixing and taking ownership of tickets or initiatives, as needed
  • Follow the after-hours on call rotation schedule in order to provide emergency support for our Executive Leadership team
  • 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 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 IT service management (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, Wi-Fi, etc.
  • Support business meetings including AV needs and conference room AV equipment 
  • Work closely with your peers across the globe in ensuring the Global Engineering Services (GES) IT Support team provides a consistent global support experience
  • Respond to emergency situations as assigned
  • Perform other related duties as required or assigned by your manager
  • Develop relationships and engage with the key business stakeholders within your responsible offices
  • Maintain the IT knowledge management life cycle (create, modify, and retire) following established process
Position: Executive IT Support Engineer
Organization: Red Hat
Location: Boston,  MA 
United States
Salary: competitive
Posting Start Date: 7/1/2021
Date Posted: 8/20/2021
Requirements
  • Exceptional customer service skills; ability to fulfill the role as a customer advocate
  • 3+ years of IT support experience 
  • Very good technical troubleshooting skills
  • Experience with direct interaction with customers in a corporate environment 
  • Solid critical thinking and problem solving skills
  • Ability to adapt to a fast-paced support environment with shifting priorities
  • Willingness and ability to work in a highly collaborative team
  • Previous experience in a chat and phone based support role
  • Ability to learn new technologies quickly
  • Knowledge of office technologies like networking, telephony, and AV equipment
  • Very organized and able to multitask and work in a sometimes stressful environment
  • Sense of urgency when the situation calls for it
  • Experience with and passion for guiding change and continual improvement
  • Solid written and verbal English language proficiency 
  • Process and procedure driven while still being able to maintain an innovative mindset
  • Willingness to travel up to 10% to other Red Hat offices or events 

The following will be considered a plus:

  • ITIL certified or a strong knowledge of ITIL principles
  • Technical knowledge of Linux, Microsoft, abd Apple OS
  • Experience supporting productivity platforms
  • Experience working in an IT ticketing system like Service Now or Remedy
Status: This listing expires on: 2/16/2022
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Organization Information
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Red Hat
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Boston,  MA 02210
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Please apply via : https://us-redhat.icims.com/jobs/87330/executive-it-support-engineer/job?hub=7&mobile=false&width=1140&height=500&bga=true&needsRedirect=false&jan1offset=-300&jun1offset=-240