DescriptionFirst Solar reserves the right to offer you a role most applicable to your experience and skillset.
Basic Job Functions:
Provides support, operations and maintenance services to divisional IT staff and Corporate Executives. Services require a high degree of customer service, technical expertise, and velocity to return the customer to a working state. Provides enterprise escalation level assistance for a wide array of technical and procedural issues. Disciplined execution of established operations, maintenance processes and procedures. Very frequent interactions with customers and must be effective in interpersonal communications and problem solving using various verbal and written methods. Effective use of the established administration and support tools, processes and procedures to help achieve the department’s goal of being Operationally Excellent.
Experience:
Education:
- Bachelor’s degree in Information Technology or equality majors.
Required Skills/Competencies:
- Excellent customer services and interpersonal skills.
- Ability to set customer service standards and follow guidelines, as well as to help others interpret policy.
- Ability to be self-sufficient and work with little supervision.
- Strong English oral and written communication skills (technical and non-technical).
- Demonstrated problem-solving skills.
- Broad range of network and desktop knowledge is highly desirable, including:
- OS: Windows XP, Windows 7, Windows 8, Windows Server 2008, Windows Server 2012
- Applications: MS Office 2013, 2016 IE7, IE8, Custom FS Application experience preferred
- Network TCP/IP, WINS, DNS, DHCP
- May be required to kneel, bend, talk and hear.
- Specific vision abilities are required.
- Fluency in English and Vietnamese, spoken and written, is required
Essential Responsibilities:
Primary Responsibilities:
- Provide accurate and creative solutions to customer problems of moderate nature to ensure customer productivity
- Assist in the resolution of customer and support issues among company sites to ensure timely distribution of knowledge and positive impact on customer satisfaction
- Provide LAN Administration duties such as account administration, and rights assignment
- Acquire and maintain current knowledge of relevant product offerings, services and support policies to provide solutions to customer problems
- Work in 12 hours rotating shift to provide support for 24X7 operation
- Other duties as assigned
- Job description subject to change at any time
Key Competencies:
- Defines, documents and carries out small projects or sub-projects (typically less than six months, for e.g. Thesis project or part time job,…), alone or with a small team.
- Installs or removes hardware and/or software, using supplied installation instructions and tools including, where appropriate, handover to the client. Conducts tests, corrects malfunctions, and documents results in accordance with agreed procedures. Reports details of all hardware/software items that have been installed and removed so that configuration management records can be updated. Provides assistance to users in a professional manner following agreed procedures for further help or escalation. Maintains accurate records of user requests, contact details and outcomes. Contributes to the development of installation procedures and standards.
- Controls IT assets in one or more significant areas, ensuring that administration of the acquisition, storage, distribution, movement and disposal of assets is carried out.
- Assesses, analyses, develops, documents and implements changes based on requests for change.
- Ensures that incidents and requests are handled according to agreed procedures. Ensures that documentation of the supported components is available and in an appropriate form for those providing support. Creates and maintains support documentation.
Reporting Relationships:
Travel:
- Minimal. Could travel to Malaysia for onboarding and hands on training.
Physical Requirements:
Hybrid Physical Requirements:
- Will sit, stand or walk short distances for up to the entire duration of a shift
- Will climb stairs on an occasional basis
- Will lift, push or pull up to ## Kg on an occasional basis
- Required to use hands to grasp, lift, handle, carry or feel objects on a frequent basis
- 20/40 vision in each eye, with or without correction, is required
- Must be able to comply with all safety standards and procedures
- May reach above shoulder heights and below the waist on a frequent basis
- May stoop, kneel, or bend, on an occasional basis
- Ability to wear personal protective equipment is required (including but not limited to; steel toed shoes, gloves, safety glasses, hearing protection)
Potential candidates will meet the education and experience requirements provided on the above job description and excel in completing the listed responsibilities for this role. All candidates receiving an offer of employment must successfully complete a background check and any other tests that may be required.
Equal Opportunity Employer Statement: First Solar is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that diversity and inclusion is a driving force in the success of our company.
