System Support Engineer

We provide the power to innovate everywhere—from the data center to the Cloud, to the Edge, and beyond. Currently, we are on the lookout for an IT Support Engineer to join our IT L2 team & directly support SUSE’s employees.

In this role, you will be the primary IT system engineer contact for technical L2 enquiries, tasks, and approved projects as well as the escalation contact point for issues that cannot be resolved by SUSE L1 /IT Service Desk team.

You will also actively engage in any other IT related technical issues coming our way seeking for solution, bringing relevant stakeholders together, communicating, updating, documenting lessons learned to expedite resolutions for similar future incidents.

Focus Areas

• Take part of a project / technical assignment end to end to a high-quality delivery within a timely manner.

• Perform remote troubleshooting through diagnostic techniques and pertinent questions.

• Where relevant, 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, if applicable.

• Provide accurate information on IT products or services utilizing the documentation and processes in place as well as building new documentation covering changes / updates in the L2 scope.

• Record your activities in Jira SD in alignment with processes in place (ticket queue management and handling)

• Proactively follow up on open cases in your queue escalating timely to management for guidance if required.

• Pass on relevant and valid recommendations or suggestions by customers, share during team meetings or with your manager.

• 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.). Registering those activities in the Jira SD accordingly.

Preferred skills and experience

• Proven work experience as IT System or IT L2 Engineer with the ability to provide technical support and assistance to end-users during the transition and beyond.

• Experience with Office 365/ GWS / Okta set up and administration.

• Familiarity with the concept of GWS and its role in modernizing and optimizing workspace and user environments.

• Experience with end-user computing environments, including desktops, laptops, mobiles.

• Ability to script and automate tasks using languages like Python, or others, to enhance tool efficiency and management.

• Strong communication skills to interact with both technical and non-technical stakeholders, and to collaborate effectively with cross-functional teams.

• Proficiency in documenting configurations and procedures.

• Experience with MDM systems.

• Windows & MacOS technical support experience. Experience with Windows and MacOS deployments.

• Any relevant certifications are a plus.

• Proficiency / Fluency in English, both written and spoken is a must.

Personal attributes

• Team player, caring for team’s success.

• Work approach - willing to learn and proactively explore new things daily.

• Strong problem-solving skills to diagnose and resolve technical issues that may arise during the transition and beyond.

• Good priority setting, and collaboration skills.

• Customer / service minded.