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It jobs in washington State 2021
Responsibilities for It jobs in washington State 2021
- Deliver day-to-day IT support and serve as part of a global team that provides support for internal customers regarding IT issues, requests, and queries
- Proactively monitor ticket queues, chat, and phone to provide support to Red Hat’s 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 that 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 Red Hat’s associates in all interactions
- Provide support for a far ranging list of technologies including Linux, Microsoft, and Mac OS, Google Workspace including Gmail, Google Calendar, and Google Drive, Blue Jeans Meetings, Desk phones, mobile devices, WIFI 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 lifecycle – create, modify, and retire, following established process
Required skills
- Exceptional customer service skills
- Ability to fulfill the role of a customer advocate
- 2+ years of experience working in IT support
- Very good technical troubleshooting skills
- Previous direct interaction with customers and clients 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
- The ability to learn new technologies quickly
- Knowledge of office technologies like networking, telephony, and AV equipment
- Organized with the ability to handle multiple priorities and work in a fast-paced environment
- Sense of urgency when the situation calls for it
- Experience with and passion for guiding change and continual improvement
- Proficient written and verbal language skills in English
- Process and procedure-oriented with the ability to maintain an innovative mindset
- Willingness to travel up to 10% to other Red Hat offices or events, following Red Hat’s COVID-19 guidelines
Last Date:
12 October 2021
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