IT Service Desk Engineer

( IT / Development )  Remote (Asia | APAC Time Zone Permitted)

Job Type : Full-Time
Experience : 3 to 5 years
Education : Bachelor Degree

Job Detail

About Us

Job Description:

SUSE the world’s largest independent open source company, 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 – ultimately reaping the benefits of measurable value and better futures. Our customer obsessed operating model means exceptional service, value, flexibility and customer choice, with no enforced lock in.

SUSE’s open, open source approach helps our customers and partners move their businesses forward, transforming IT, delivering increased agility and faster innovation.

Objective of the role

  • Serve as an onsite IT point of contact.
  • Provide BAU IT Support for APJ timezone.
  • Hardware ordering, tracking and procurement support for APJ, communication with APJ vendors, working on improvements under the team lead guidance.
  • L1/L1 support for end user computing, hardware support ( windows, mac devices)
  • Focus on quality ticket management and regular end user communication in accordance with agreed processes and OLAs.
  • Ensure quality ticket queues management (own queue plus other upon agreement).
  • Serve as the first point of contact for APJ customers seeking technical assistance, information or guidance, primarily via logging a ticket in Jira SD.
  • Perform basic remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers.
  • Walk the customer through the issue handling process including hardware requests. 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 OLA’s , etc.
  • 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.
  • Provide clear reporting / feedback back to the line manager ( content upon agreement).
  • Support actively ongoing documentation efforts, building knowledge base articles.

Focus Area

  • APJ time zone Focus – Hardware related activities and end user IT support.
  • Customer First - Understanding the importance of quality customer service in any business environment.
  • Some experience as IT Service Desk, Help Desk / Support engineer / technician is a plus.
  • Windows / MacOS technical support experience.
  • Proficiency in English, both written and spoken.
  • Team player, caring for team’s success.
  • Work approach - willing to learn and proactively explore new things on a daily basis.

About You

The SUSE IT Service Desk is dedicated to provide high quality and efficient IT support. In order to improve our services, we will request and act upon feedback from our SUSE colleagues. Our mission is to enable our employees to deliver quality above and beyond. Despite the difficult situations we find ourselves in, we strive to have fun and solve problems as a team.

What We Offer

Ensuring the stability of our employees is essential, and we lean on our values to empower everyone on the SUSE team. Are you ready to innovate and achive through the power of many?

What You Need To Do Now

If you’re interested, click Apply now to upload your up to date CV. A recruiter will contact you if your skills are found to be a match for any current or future open positions. In the meantime, we hope you will continue to review our job openings at SUSE Careers.



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.


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