IT Service Desk 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 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.

• Manage EUC corporate hardware activities for APAC users including coordination of hardware returns, shipments, replacements, etc.
• Provide Major Incident Management Support for 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 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.).

• 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 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

• We are passionate about customers
• We are respectful and inclusive
• We are empowered and accountable
• We are trustworthy and act with integrity
• We are collaborative
• We are SUSE!