IT Support Specialist
2 dagen geleden
We are seeking a highly skilled IT Support Specialist to join our team at Sungrow - EMEA. As a 2nd Line IT Support Expert, you will provide advanced technical support and troubleshooting to resolve complex IT issues that cannot be addressed by the 1st line support team.
Key Responsibilities- Advanced Technical Support:
- Respond to and resolve escalated IT support tickets that require deeper technical expertise.
- Provide advanced troubleshooting for MS Office 365, Exchange, and Azure issues.
- Assist users with complex setup, configuration, and maintenance tasks for hardware and software.
- Incident and Problem Management:
- Identify and diagnose recurring issues and contribute to problem management processes.
- Collaborate with 1st line support to develop and implement long-term solutions.
- Maintain accurate documentation of incident resolution steps and best practices.
- System and Network Maintenance:
- Perform advanced system maintenance tasks such as software updates, backups, and patch management.
- Monitor and optimize system performance and reliability.
- Ensure security and compliance of IT systems through regular updates and monitoring.
- Collaboration and Escalation:
- Work closely with 1st line support to provide guidance and mentorship.
- Escalate critical issues to 3rd line support or external vendors as necessary.
- Participate in cross-functional team meetings to align IT support with business needs.
- User Assistance and Training:
- Provide in-depth guidance and training to end-users on IT best practices and advanced software usage.
- Develop and maintain comprehensive documentation for complex support issues and solutions.
- Conduct IT training sessions for users to enhance their technical skills.
- Data Management and Reporting:
- Analyze support ticket data to identify trends and recommend improvements.
- Generate detailed reports on IT support metrics and performance for management review.
- Maintain accurate and up-to-date records of hardware and software inventory.
- Proven experience with MS Office 365, Exchange, and Azure.
- Hands-on experience with IT helpdesk software such as Jira, Zendesk, and Zoho Desk.
- Structured, efficient, and independent working style.
- Good English communication skills, both written and oral.
- Ready to work in an international dynamic environment.
- Experience with IT Service Management (ITSM) and ITIL frameworks.
- Data-driven mindset with strong analytical skills.
- Attention to detail and a commitment to delivering high-quality work.
- Familiarity with network administration, including VPNs, firewalls, and VoIP systems.
We are a green tech company with young creative minds. We are fighting every day to make our mission happen – Clean Power for All. With 500+GW of clean power presently installed worldwide, we are on the road to success. Welcome at Sungrow.
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