Technical Support Engineer

5 dagen geleden

Amsterdam, Noord-Holland, Nederland Sungrow - EMEA Voltijd
About the Role

We are seeking a highly skilled and experienced IT Support Specialist to join our team at Sungrow - EMEA. As a key member of our IT department, you will play a crucial role in providing advanced technical support and troubleshooting to resolve complex IT issues.

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.
Requirements
  • 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.
Preferred Skills
  • 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.
About Sungrow - EMEA

We are a green tech company with young creative minds. Our mission is to make clean power a reality for all. With 500+GW of clean power presently installed worldwide, we are on the road to success. We are proud to be a leader in the research and development of solar inverters with the largest dedicated R&D team in the industry and a broad product portfolio offering PV inverter solutions and energy storage systems for utility-scale, commercial & industrial, and residential applications, as well as internationally recognized floating PV plant solutions, NEV driving solutions, EV charging solutions and renewable hydrogen production systems.

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