The Associate IT Support Engineer exercises judgment when following detailed instructions and standardized procedures to complete assigned tasks and meet deadlines. This position is responsible for following routine procedures to complete standard assignments and resolve issues of minimal complexity. This role involves providing first-level technical support and assistance for common issues, ensuring effective service delivery and resolution of minor technical problems.

Note: This role may come into contact with confidential or sensitive customer information requiring special treatment in accordance with Red Hat policies and applicable privacy laws.

What will you do?

• Respond to customer inquiries via phone, email, or chat to provide basic technical support.

• Document, track, and update customer contact information and service requests using internal systems.

• Assist in troubleshooting and resolving routine technical issues related to IT systems, hardware, and software.

• Guide customers through the registration and use of the company’s customer support portal.

• Provide standard guidance on the subscription model and assist with account management inquiries.

• Perform routine system checks and updates to maintain IT equipment and software functionality.

• Network and collaborate with peers and mentors to develop technical expertise in IT support.
  
   

What will you bring?

• Around 1 to 2 years of experience in IT Support role in an organization with exposure to customers from varying cultural background preferably in enterprise sector

• Passion for problem solving and investigation

• Thorough knowledge of at least one OS of latest version (i.e. Linux OR macOS OR Windows)

• Ability to work in conflicting Priorities, take initiatives and maintain focus on customers

• Exceptional customer service skills / Ability to fulfill the role as a customer advocate

• Very good technical troubleshooting skills

• Strong 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

• The ability to learn new technologies quickly

• English language proficiency (written and oral)

• Understanding of ITIL framework

• Working knowledge of ticketing tool

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.

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 different 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 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 [email protected]. General inquiries, such as those regarding the status of a job application, will not receive a reply.