Technician- IT I USA

First Solar (US)•Perrysburg, OH

2d•$18 - $25

About The Position

First Solar reserves the right to offer you a role most applicable to your experience and skillset. Basic 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.

Requirements

High school diploma (or GED) required.
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.
Proven interpersonal skills.

Nice To Haves

Minimum of 1 year work experience in a customer service or IT field preferred.
Knowledge of Cisco phone systems preferred.

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 always exhibit excellent customer service skills.
Must be able to work with a diverse team.
Responsible for software installations/upgrades/support.
Ability to handle confidential information.
Exercises effective communications levels and fosters team building.
Adheres to all safety procedures and good housekeeping standards.
Performs other assignments as required.
Will be required to kneel, bend, talk and hear.
Specific vision abilities are required.
Some travel may be required.
Always providing excellent customer service, even with challenging users.
Responsible for ensuring up time on the PCs throughout our global environment.
Assisting with software installations/upgrades/support.
Assisting with maintenance and accuracy of the CMDB.
Responsible for assistance with collaboration technology such as WebEx and Teams
Give first level support for video conferencing equipment.
Assists new employees, where applicable, with onboarding.
Ability to troubleshoot and resolve new issues without direct supervision/direction.
Must be able to work 8-hour schedule.
Able to work with multiple users at one time, while providing a one-on-one experience for each customer.
Ensures tickets are triaged to the appropriate teams as needed.
Exercises effective communications levels and fosters team building.
Adheres to all safety procedures and good housekeeping standards.
Identifies and resolves issues with applications, following agreed procedures.
Assists in investigation and resolution of connectivity issues.
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.
Performs other assignments as required
Job description subject to change at any time.