System Support 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 

Job Description

Job Description

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.

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