Red Hat IT Support Engineer in Sao Paulo, Brazil
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 an IT Support Engineer to join us in Sao Paulo, Brazil. In this role, you will be responsible for on-site Deskside support and you’ll report into the IT Global Enterprise Support Deskside Manager. You’ll work as part of a global IT team with your IT peers around the world to help deliver excellent IT support at the offices that you’ll have sole responsibility for. As an IT Support Engineer, you will also guide our strategic support improvements while being "brilliant at the basics" in everything that you do. You’ll need to have significant proven IT support experience in an enterprise organization. This role will be located in our Brazil office 10% of the time.
Primary job responsibilities
Be responsible for day-to-day IT onsite support at our Sao Paulo office
Provide exceptional professional customer service to our internal Red Hat associates in all of your 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 the operating systems for all three platforms
Provide support for a long list of technologies like the G Suite including Gmail, Calendar, and Drive, 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 needed
Develop relationships and engage with the key business stakeholders within the offices for which you’ll be responsible
Work closely with your peers across the globe in ensuring that we provide a consistent global support experience
Work within our IT service management (ITSM) system and ensure that all of your tickets are responded to and updated in accordance with the process
Ensure that all service-level agreements (SLAs) are met in a consistent manner
Ensure an excellent IT experience and superior customer service satisfaction
Bachelor’s degree in IT or 5-10 years of relevant IT support experience
Exceptional customer service skills
Extensive knowledge of office technologies like networking, telephony, and AV equipment
Significant experience supporting laptops, in particular with the Mac operating system
Experience supporting productivity platforms and a desire to work with Google tools
Very good technical troubleshooting skills
Ability to to learn new technologies quickly
Very process and procedure-driven while still being able to think creatively
Experience working within IT ticketing systems; experience using ServiceNow is a plus
Very organized and able to handle multiple priorities and work in a sometimes stressful environment
Sense of urgency when the situation calls for it
Exceptional written and verbal skills in English
Experience with and passion for promoting change and continual improvement
Willingness to travel up to 10% to other Red Hat offices in the Latin America (LATAM) region and the U.S.
Experience with or knowledge of Linux is a plus
Information Technology Infrastructure Library (ITIL) certification or at least a solid knowledge of ITIL principles is a plus
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Job ID 61283
Category Information Technology