DescriptionBasic Job Functions:
Provides support for the Company’s Management Information Systems via phone, e-mail and/or remote support in a cost-efficient manner. This position supports the global Call Center and will provide Level 1 Support (support that can be done remotely, with little or no prior knowledge, by following appropriate documentation) with a focus on customer service and satisfaction.
Education/Experience:
- Minimum of 2 years’ work experience required.
- High school diploma required.
- Degree in Information Technology, Computer Science or related field preferred
Required Skills/Competencies:
- Excellent phone skills
- Excellent written skills (both to customers as well as technical documentation)
- Exemplary customer service skills
- Excellent organizational skills
- Must be familiar with the current Microsoft Windows operating systems as well as the entire Microsoft Office Suite
- Knowledge of Cisco phone systems a plus
- Proven interpersonal skills.
Essential Responsibilities:
Primary Responsibilities:
- Responsible for accepting incoming service requests via phone, e-mail or in-person.
- Must be able to accurately prioritize, categorize and triage incoming requests for service.
- Ability to troubleshoot and resolve new issues without direct supervision/direction.
- Responsible for escalating requests for service to the appropriate level of support
- Must exhibit excellent customer service skills at all times.
- Responsible for software installations/upgrades/support.
- Exercises effective communications levels and fosters team building.
- Adheres to all safety procedures and good housekeeping standards.
- Performs other assignments as required.
- Some travel may be required.
- Work in 24x7 rotating shift
- Ensure compliance with Quality, Environment, Health and Safety and Responsible Business Alliance policies and procedures that are enforced within the organization.
Key Competencies:
- Assists with the collection of safety assurance evidence, undertaking all work in accordance with agreed safety, technical and quality standards, using appropriate methods and tools. Documents the results of hazard and risk analysis activities.
- Installs or removes hardware and/or software, and associated connections, using supplied installation instructions and tools. Conducts tests and corrects malfunctions, calling on help from more experienced colleagues if required. Documents result in accordance with agreed procedures. Assists with the evaluation of change requests. Contributes, as required, to investigations of problems and faults concerning the installation of hardware and/or software and confirms the correct working of installations.
- 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. Produces and analyses registers and histories of authorized assets (including secure master copies of software, documentation, data, licenses and agreements for supply, warranty and maintenance), and verifies that all these assets are in a known state and location. Ensures that there are no unauthorized assets such as unlicensed copies of software.
- Develops, documents and implements changes based on requests for change. Applies change control procedures.
- Identifies and resolves issues with applications, following agreed procedures. Uses application management software and tools to collect agreed performance statistics. Carries out agreed applications maintenance tasks.
- Assists in database support activities.
- Assists in investigation and resolution of network problems. Assists with specified maintenance procedures.
- 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.
- Collects and collates evidence as part of a formally conducted and planned review of activities, processes, products or services. Examines records as part of specified testing strategies for evidence of compliance with management directives, or the identification of abnormal occurrences.
Physical Requirements (if any):
- 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 27 pounds 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, protective jacket or apron and arm guards)
- All associates working on the production floor may be required to wear a respirator at any given time and thus, the ability to wear a respirator is a condition of employment and continued employment (requires little or no facial hair)
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 are a driving force in the success of our company.
