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Senior GHD Support Engineer

Date: Jan 7, 2020

Do you want to change the world? We do, too.


The energy market is roughly $4 trillion globally, and solar penetration is less than 1%.  But just one hour of sunlight, if harnessed, could power the entire world for a year. We have the opportunity to completely change the way energy is produced, distributed and consumed on a global scale, and we’re looking for talented, committed people to help us drive our growth and achieve our goals.


SunPower is a global solar energy solutions company with a rich heritage of pioneering the best energy technologies in the world. Our solutions are unrivaled in terms of long-term reliability, efficiency and guaranteed performance, and our company is unmatched in terms of global reach and scale. Through design, manufacturing, installation and ongoing maintenance and monitoring, SunPower provides its proprietary, world-record efficient solar technology to residential, commercial and utility customers worldwide.


SunPower is changing the way our world is powered every day with a brilliant, passionate and driven team of more than 7,000 in North America, Europe, Africa, Asia and Australia. In an industry that is reshaping the world’s energy future, there’s no better place to be than SunPower.


We believe that our employees create our brand – with each project, each communication, each task completed and each interaction. Experience is critical to SunPower in regards to not only our customers but also our employees and dealer partners. As such, we strive to hire candidates that are service focused. The experience we would expect the ideal person to deliver is:

SENIOR GLOBAL HELPDESK SUPPORT ENGINEER 

 

Are you ready to change the future? You have the opportunity to join the company that helped establish solar markets around the world and continues to innovate in the renewable energy space. SunPower has facilities in the US, Europe and Asia, and we are seeking talented people to join us in building a clean energy future. 

 

Widely recognized as the world’s standard for solar, SunPower produces the world’s highest efficiency solar products.  Our quality and reliability standards far exceed those of any other company in the industry.    

 

SunPower and Total, the global energy producer and provider, have announced a transformational investment by Total in SunPower.  The companies have signed a set of strategic agreements to accelerate SunPower’s growth in the increasingly competitive solar sector.  Total’s investment is based on SunPower’s leading position in designing, manufacturing and delivering the world’s highest efficiency, highest reliability solar systems with guaranteed performance.  These agreements will accelerate SunPower’s growth and further improve its financial strength. 

 

SunPower is committed to the success of our company, our employees and the communities around the world that need us most.   We support our employees’ commitment to their communities through a culture of volunteerism, and through The SunPower Foundation, which makes grants to green initiatives throughout the world.  As a company, we operate with the highest sustainability standards.   

 

In an industry that is reshaping the world’s energy future, there’s no better place to be than SunPower.   

 

  

Summary Role  

SunPower is seeking of Global Helpdesk Support Engineer to provide first level of support through taking calls and handling incidents or Service Requests, using the incident management and request fulfillment processes, in line with the team objectives.  

 

This position will report directly to the Global Helpdesk Supervisor.  

 

The responsibilities include but are not limited to: 

  

Roles and Responsibilities 

  • Act as a single point of contact for phone calls and emails regarding IT incidents, requests and inquiries 

  • Provides 24x7 remote technical assistance for SunPower employees 

  • Provides initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application, software products and/or infrastructure components 

  • Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility. 

  • Escalates unresolved issues based on the owners defined in the support matrix 

  • Use Service Now to log tickets and updates regarding the reported incident or service request from identification to resolution to ensure that the tickets are resolved on time and all information and efforts made are saved. 

  • Follows up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. 

  • Documents resolutions and updates self-help in the knowledge base. 

  • Provides outbound support 

  • Helps the inbound agents in handling complex or technical issues 

  • Assists the team lead in facilitating new hire trainings 

  • Acts as the officer-in-charge in case the team lead is not around 

  • Comes to work on time and must be willing to work on a shifting schedule, weekends and holidays 

  • Provides after hours and on-call support as needed 

  • Can maintain positive and professional relationships with employees 

  • Performs other duties as assigned 

 

 

RELATED EXPERIENCE AND EDUCATIONAL REQUIREMENTS 

Minimum Qualifications: 

  • Preferably an IT graduate 

  • Excellent communications skills, both oral and written 

  • 3-5 years previous IT Service Desk and/or Call Centre experience required 

  • Strong analytical skills 

  • Excellent problem-solving skills 

  • Excellent computer troubleshooting skills 

  • Willing to work during holidays and weekends, and shifting schedule 

  • Basic Active Directory and Exchange Server Administration 

  • Strong knowledge of Microsoft based operating systems and Office 365 troubleshooting and set-up 

  • Self-motivated achiever who gains satisfaction from providing excellent customer service 

  • An ITIL qualification is preferable but not essential 

  • MCP certification would be desirable 


Job Segment: Help Desk, Information Technology, Technology

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