Red Hat Senior IT Support Engineer in Puteaux, France

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

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

Required skills

  • 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

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 63581

Category Technical Support