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Design and deliver Red Hat OpenShift, Kubernetes, and hybrid cloud solutions for enterprise customers. Lead customer engagements focused on infrastructure, automation, and application delivery.
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Customer Support Representative – IT Service Desk (Remote, United States)
Provide 24/7 IT service desk support for DMI users across the United States. Resolve incidents, manage service requests, monitor SLA performance, and support timely issue closure.
संयुक्त राज्य$60,000 – $72,000 / वर्ष
रिमोटपूर्णकालिकमध्य स्तरवरिष्ठआवश्यक भाषा: अंग्रेज़ीग्राहक सहायताविवरण
- Serve as the first point of contact for user issues through customer-focused IT support available 24/7/365
- Apply ITIL-based service management practices to log, categorize, and resolve incidents and service requests
- Handle move, add, change, and delete requests for user accounts
- Track incidents approaching SLA limits and take proactive action
- Escalate issues when necessary to maintain ownership and support timely resolution
- Analyze patterns and recurring problems across reported issues
- Suggest process, tooling, and knowledge base enhancements that improve service quality and reduce incident volume
- Provide dependable, responsive IT support that helps users remain productive and minimizes downtime
आवश्यकताएँ
- Strong working knowledge of IT service desk operations
- Advanced capability in ticket resolution and escalation
- Excellent customer service and communication abilities
- Ability to investigate and address recurring issues
- Sound analytical skills
- Experience providing support across multiple channels
- Must hold or qualify to obtain and successfully complete a Public Trust background investigation and/or clearance
- Must be a U.S. citizen
- Selected applicants may undergo a government security investigation and must satisfy eligibility requirements for access to classified information
लाभ
- Virtual healthcare visits
- Commuter benefit programs
- Pet insurance coverage
- Entertainment discounts
- Annual performance evaluations
- Tuition assistance
- Internal opportunities for career advancement
- Generous 401(k) matching contributions
- Life and disability insurance
- Financial wellness resources
- Annual recognition awards
- Service anniversary recognition
- Employee referral bonuses
- Peer recognition through shoutouts
- Healthcare coverage
- Wellness initiatives
- Flu vaccinations
- Biometric health screenings
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