Czech Republic Job Openings

Red Hat, Inc.

IT Support Engineer - Global Enterprise Support (Brno Office, Czech Republic)

Brno

FULL TIME

November 6, 2024

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 into the IT Global Enterprise Support Regional Manager.

We are hiring candidate who are based in Brno. Czech Republic.

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 Audio visual needs and conference room AV equipment
Work closely with your peers across the globe in ensuring the GES IT Support organisation provides a consistent global support experience

What you will bring

Exceptional customer service skills / Ability to fulfill the role as 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
English language proficiency (written and oral)

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.

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.

Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email

application-assistance@redhat.com

. General inquiries, such as those regarding the status of a job application, will not receive a reply.

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