IT Support Engineer London, England
Job description
Job Description:
SUSE helps customers, partners, and communities be the difference in their spheres of influence. Through open collaboration and agile, enterprise-grade Open-Source solutions, customers, partners, and communities are empowered to simplify tasks, modernize environments and accelerate business innovation.
We provide the power to innovate everywhere—from the data center to the Cloud, to the Edge, and beyond. Currently, we’re on the lookout for an IT Service Engineer to provide stellar support to our employees. In this role, you will be the primary onsite IT support and escalation contact for SUSE C-level staff and other SUSE employees located in the UK.
You will also actively engage in any IT-related technical issues onsite, seeking solutions, bringing relevant stakeholders together, and documenting lessons learned in order to expedite resolutions for similar future incidents.
Focus Areas
Manage EUC corporate hardware activities for the UK including coordination of hardware returns, shipments, replacements, etc.
Provide Major Incident Management Support for the EMEA 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.).
About You
Proven work experience as IT Service Desk / IT Support Engineer
Tech-savvy with solid O365 technical support experience and the ability to diagnose and resolve less complex technical issues
Windows & MacOS technical support experience
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
Proficiency / Fluency in English, both written and spoken
Team player, caring for the team’s success
Work approach - willing to learn and proactively explore new things
Knowledge and experience with the ITIL reference model
Good problem-solving, prioritization, and collaboration skills
What we offer
A positive and dynamic work environment
International and diverse teams with a strong focus on collaboration and empowerment
Training & Development Plan
Employee Assistance Program
Company bonus
Comprehensive benefits package
Job:
Information Technology
SUSE is a global leader in innovative, reliable and enterprise-grade open source solutions, relied upon by more than 60% of the Fortune 500 to power their mission-critical workloads. We specialize in Enterprise Linux, Kubernetes Management, and Edge solutions, and collaborate with partners and communities to empower our customers to innovate everywhere –- from the data center, to the cloud, to the edge and beyond. SUSE puts the “open” back in open source, giving customers the agility to tackle innovation challenges today and the freedom to evolve their strategy and solutions tomorrow. The company is headquartered in Nuremberg, Germany, and employs nearly 2000 people globally. SUSE is listed in the Prime Standard of the Frankfurt Stock Exchange.
