Red Hat Senior IT Support Engineer in Puteaux, France
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.
Red Hat's Information Technology (IT) Global Enterprise Support team is looking for a Senior IT Support Engineer to join us in Puteaux, France. In this role, you will report directly into the Global Enterprise Support Deskside Manager. You’ll work as part of a global IT team with your IT peers around the world to help improve and deliver world class IT support. As a Senior IT Support Engineer, you will also work to guide our strategic support improvements while being brilliant at the basics in ensuring in everything that you do. You’ll need to have significant proven IT support experience in an enterprise organization.
Primary job responsibilities
Be the responsible party for day-to-day IT onsite support at our Puteaux and Paris offices
Provide exceptional professional customer service to our internal Red Hat associates in all interactions
Provide exceptional Level 2 and Level 3 support and serve as an escalation point for our Global Remote Support team
Provide end user support for Linux-based laptops, Mac laptops, Windows laptops, and operating systems for all three platforms
Provide support for a long list of technologies including G Suite (Gmail, Calendar, Drive, etc.), Blue Jeans Meetings, desk phones, mobile devices, WIFI, etc.
Support business meetings including audiovisual (AV) 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 the offices for which you are responsible
Work closely with your peers across the globe at ensuring that we provide a consistent global support experience
Work within our IT service management (SM) system and ensure all of your tickets are responded to and updated as per process
Ensure that all service-level agreements (SLAs) are met in a consistent manner
Ensure an excellent IT experience and superior customer service satisfaction
Work with service owners and support the team to outline appropriate support as necessary
Assist in team improvements; set up standard work on best practices
Bachelor's degree in IT or business or 5-10 years of equivalent experience
Exceptional customer service skills
Extensive knowledge of office technologies like networking, telephony, and AV equipment
Vast experience supporting laptops, particularly with Mac operating systems
Experience supporting productivity platforms; experience with Google tools is a plus
Very process and procedure-focused while still being able to think outside the box
Very good technical troubleshooting skills
The ability to to learn new technologies quickly
Experience working within IT ticketing systems; experience using ServiceNow is a plus
Information Technology Infrastructure Library (ITIL) certification, or at least a solid knowledge of ITIL principles
Very organized with the ability to handle multiple priorities and work in a sometimes stressful environment
Sense of urgency when the situation calls for it
Exceptional written and verbal language skills in French and English
Experience with and passion for promoting change and continuous improvement
Willingness to travel up to 10% to other Red Hat offices or events in the Europe, the Middle East, and Africa (EMEA) region or even outside of EMEA
Experience with or knowledge of Linux is a plus
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Job ID 63581
Category Technical Support