IT Service Desk Engineer
IT Service Desk Engineer
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Job Description
About Us
Always open. Our code our culture our opportunities. Leading open innovation without limits. We are SUSE.
SUSE is a global leader in innovative reliable and secure enterprise open source solutions including SUSE Linux Enterprise (SLE) Rancher and NeuVector. More than 60% of the Fortune 500 rely on SUSE to power their mission-critical workloads enabling them to innovate everywhere from the data center to the cloud to the edge and beyond. SUSE puts the open back in open source collaborating with partners and communities to give customers the agility to tackle innovation challenges today and the freedom to evolve their strategy and solutions tomorrow.
We are open in our roots and open in our approach striving to be the most trusted open innovator in the World. Openness extends beyond our technology. Our vibrant community thrives on diversity and connectivity without borders.
IT Service Desk EngineerJob Description
- Manage EUC corporate hardware activities for APAC users including coordination of hardware purchase returns shipments replacements asset management etc.
- Provide Major Incident Management Support for the APAC time zone.
- Customer support /service enhancements
- Act as the first point of contact for other customers seeking technical assistance primarily via logging a ticket in Jira SD.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Walk the customer through the problem-solving process. Communicate clearly. Update regularly on progress.
- Direct unresolved issues to the next level of support personnel or to the right resolution groups.
- Provide accurate information on IT products or services utilizing the documentation and processes in place.
- Record your activities in Jira SD in alignment with processes in place (ticket queue management and handling including proper ticket triaging prioritization customer updates as per existing SLAs etc.)
- Proactively follow up on open cases in your queue escalating timely to management for guidance if required.
- Identify suggest and engage actively in possible improvements to procedures.
- Support actively ongoing documentation efforts building knowledge base articles
- Assisting other teams as needed (Network/Engineering/etc.).
- Proven work experience as IT Helpdesk / IT Support Engineer
- Strong Asset management skills
- Solid O365 / Google Workspace technical support experience and ability to diagnose and resolve less complex technical issues
- Windows & MacOS technical support experience
- Experience resolving AV/ conference room issues
- Networking foundations are a big plus (cabling Wi-Fi firewall).
- Experience providing support to C-level executives - understanding the importance impact & sensitivity in a corporate environment
- Knowledge of the ITIL reference model
- Proficiency / Fluency in English and Mandarin both written and spoken
- Team player caring for the teams success
- Work approach - willing to learn and proactively explore new things on a daily basis
- Good problem-solving priority-setting and collaboration skills
Job
Information TechnologyWhat We Offer
We empower you to be bold driving your career to create the future you want. We celebrate and reward your achievements.
SUSE is a dynamic environment that is evolving rapidly thus requiring agility strong entrepreneurship and an open mind.
This is a compelling opportunity for the right person to join us as we continue to scale and prosper.
If youre a big thinker obsessed by execution and thrive in a dynamic environment in which you can tangibly create a lasting legacy then please apply now!
We give you the freedom to be yourself. You will work in a global community of unique individuals like you with different backgrounds talents skills and perspectives. A truly open community where everyone is welcome has a voice and is encouraged to reach their full potential regardless of age gender race nationality disability sexual orientation religion or any other characteristics.
Sounds like the right fit for you Click Apply to submit your resume. A recruiter will contact you if your skills match our current or any future the meantime stay updated on the latest SUSE news and job vacancies by joining our Talent Community.
SUSE Values
Choice
Innovation
Trust
Community
Employment Type
Full-Time
