Job Description

First 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. 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:

• Minimum of 2 years work experience required

Education:

• High school diploma required
• Degree in Information Technology, Computer Science or related field preferred.

Required Skills:

• Excellent customer service and interpersonal skills.
• Ability to set customer service standards and follow guidelines, as well as to help others interpret policy.
• Thorough understanding of support, operations and maintenance processes
• Excellent organizational skills
• Strong oral and written communication skills (technical and non-technical).
• Ability to maintain a high level of customer trust and confidence in the group’s knowledge of and concern for customers’ needs. Will require the handling of some confidential information
• Broad range of network and desktop knowledge is highly desirable, including:
  • OS: Windows 7, Windows 10
  • Applications: MS Office 2016, O365.
  • Network TCP/IP, WINS, DNS, DHCP
• May be required to kneel, bend, talk and hear

Essential Functions & 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
• Responsible for escalating requests for service to the appropriate level of support
• Responsible for software installations/upgrades/support
• Adheres to all safety procedures and good housekeeping standards
• Performs other assignments as required
• Some travel may be required
• Work in 24x7 rotating shift
• 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

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.
• Undertakes routine installations and de-installations of items of hardware and/or software. Takes action to ensure targets are met within established safety and quality procedures, including, where appropriate, handover to the client. Conducts tests of hardware and/or software using supplied test procedures and diagnostic tools. Corrects malfunctions, calling on other experienced colleagues and external resources if required. Documents details of all hardware/software items that have been installed and removed so that configuration management records can be updated. Develops installation procedures and standards, and schedules installation work. Provides specialist guidance and advice to less experienced colleagues to ensure best use is made of available assets, and to maintain or improve the installation service.
• 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.
• 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 investigation and resolution of network problems. Assists with specified maintenance procedures.
• Ensures that the inventory of components to be supported is complete and current. Drafts and maintains policy, standards and procedures for the service desk and incident management. Schedules the work of service desk staff to meet agreed service levels.
• 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.

Please note: 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, pre-employment drug screen, and any other test that may be required for the role.

Equal Opportunity Employer Statement First Solar Inc. is an Equal Opportunity Employer (EOE) 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.