IT Service Engineer

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 Suite, SUSE® Rancher Suite, SUSE® Edge Suite, and SUSE® AI Suite. 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. For more information, visit www.suse.com.

Job Description

Location: On-site in our Nuremberg office, Germany

Focus Areas 

• Manage EUC corporate hardware activities for EMEA users including coordination of hardware returns, shipments, replacements, etc. 
• Provide Major Incident Management Support for EMEA CET time zone. 
• Customer support /service enhancements with a main focus on our C-level staff 
  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 SLA’s, 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.). 

Preferred skills and experience

• 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 German, both written and spoken

Personal attributes

• Team player, caring for the team’s success
• Work approach - willing to learn and proactively explore new things on a daily basis
• Good problem-solving, priority-setting, and collaboration skills

Job

What 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 you’re 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 positions. In the meantime, stay updated on the latest SUSE news and job vacancies by joining our Talent Community.

SUSE Values 

• Choice

• Innovation

• Trust

• Community