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2nd Line IT Support - Poland

Permanent employee, Full-time · Poland - Warsaw
Your mission
As a 2nd Line IT Support professional, you will provide advanced technical support and troubleshooting to resolve more complex IT issues that cannot be addressed by the 1st line support team. You will play a crucial role in maintaining IT service quality, ensuring efficient problem resolution, and contributing to a dynamic and international work environment. Your expertise will span various IT domains, with a focus on MS Office 365, Exchange, and Azure, and you will work closely with other support teams to ensure seamless IT operations.

Key Responsibilities:
  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. 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.
  6. 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.
Your profile
Qualifications:
  • 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.
  • Fluent English communication skills, both written and oral (Polish is a plus)
  • 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.
Personal Attributes:
  • Excellent problem-solving abilities and a proactive approach to IT support.
  • Strong customer service orientation with a focus on user satisfaction.
  • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Why us?
The discourse of this decade might be overshadowed by Covid19, but sooner or later we will beat and overcome thatson of a germ, am I right? But the true discourse for this decade lies in energy！
We are more than happy to state that not only We are leading this discourse, we also offer the fitting solutions for it. We have the strongest PV-Inverter R&D there is and became the world`s biggest Inverter Manufacturer, which we are extremely proud of! 
And now, for this decade, we are increasing our game, and You, You might become part of it!
Besides that, many things await You:
  • Opportunities for Career advancement
  • Attractive Compensation & Benefits
  • Bonus payment based on pre-agreed and signed KPI agreements
  • Possibility for technical and commercial knowledge increasement in regard to string inverters, central inverters, inverter stations including transformer and switch gear and storage solutions
  • Technical and commercial training in our headquarter in Germany and even visits to the big R&D facility in China!
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About us
We are a green tech company with young creative minds.
We are fighting every day to make our mission happen – Clean Power for All!

With 650+GW of clean power presently installed worldwide, we are on the road to success!

Founded in 1997 by University Professor Cao Renxian, Sungrow is 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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