Information Technology Service Engineer

Vor 6 Tagen

Nürnberg, Bayern, Deutschland SUSE Vollzeit

Job Description:

Location:
On-site in our Nuremberg office, Germany

Focus Areas

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

Preferred skills and experience

  • 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 German, both written and spoken

Personal attributes

  • 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

Job:

Information Technology

Job Level:

  • Entry

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