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 service to R&D, manufacturing, power plants, corporate systems and office staff. This position requires a high degree of customer service, planning, technical expertise, and velocity to return the customer and/or supported systems to a working state. Provide enterprise escalation level assistance for a wide array of technical and procedural issues. Disciplined execution of established operations, maintenance processes and procedures. This position has 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:
- 3 years Information Technology, customer service, or related discipline preferred
Education:
- Bachelor’s degree in Information Technology or related field or equivalent years of work experience
Required Skills:
- Excellent customer service and interpersonal skills.
- 24/7 MFG and/or R&D Computer Support (Hardware/Software)
- Ability to follow guidelines as well as to help others interpret policy.
- Vendor support, technical standardization and communication
- Automated computer backup maintenance
- IT MFG and/or R&D project support, network support, process planning and documentation
- Thorough understanding of support operations and maintenance processes.
- Able to determine types of equipment to be used in performing work functions
- Capable of determining work techniques to perform needed duties
- Must be able to apply systems analysis techniques and procedures to determine hardware needs
- Must be able to develop and modify computer systems based on user design specifications
- Excellent organizational skills.
- Ability to be self sufficient and work with little supervision.
- Strong oral and written communication skills (technical and non-technical).
- Demonstrated problem-solving skills.
- 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.
- Capable of involvement in multiple projects through all life-cycle phases, ensuring they are in accordance with established direction and standards.
- Broad range of network, server, storage and desktop knowledge is highly desirable, including:
- OS: Windows XP, Windows 7, Windows 8, Windows 10, Windows Server 2003, Windows Server 2008, OSX (including Parallels) Android and iOS
- Applications: MS Office 2007, 2013, 2016, IE, Chrome, Custom Application experience preferred
- Network TCP/IP, WINS, DNS, DHCP
- Travel Required as needed
- On-call and/or work outside of normal business hours may be required
- Specific vision abilities are required.
- May be required to kneel, bend, talk and hear.
Essential Functions & Responsibilities
Primary Responsibilities:
- Support VMware VDI Horizon software and deploy VDI instances if applicable
- Deploy and configure Teradici terminals for VDI in MFG and Office environments if applicable
- 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
- Provide LAN Administration duties such as account administration, and rights assignment
- Build and maintain server environments, both VMWare as well as physical servers.
- Maintain, update and configure appropriate network Layer 3 devices and monitor / report status of devices as appropriate
- Monitor and maintain the local file server backups and manage the data retention in accordance with the policy
- Develop and execute operations and maintenance plans for enterprise, divisional and other related support systems
- Acquire, closely follow and maintain current knowledge of relevant product offerings, services and support policies to provide solutions to customer problems
- Has frequent interaction with Corporate IT staff especially with project based/Senior technical staff and other participants on performance problems, upgrades, design review, and application setup/implementation
- Other duties as assigned
Key Competencies:
- Defines, documents and carries out small projects or sub-projects (typically less than six months, with limited budget, limited interdependency with other projects, and no significant strategic impact), alone or with a small team, actively participating in all phases. Identifies, assesses and manages risks to the success of the project. Prepares realistic plans (including quality, risk and communications plans) and tracks activities against the project schedule, providing regular and accurate reports to stakeholders as appropriate. Monitors costs, timescales and resources used, and takes action where these deviate from agreed tolerances. Ensures that own projects are formally closed and, where appropriate, subsequently reviewed, and that lessons learned are recorded.
- 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, using supplied installation instructions and tools including, where appropriate, handover to the client. Conducts tests, corrects malfunctions, and documents results in accordance with agreed procedures. Reports details of all hardware/software items that have been installed and removed so that configuration management records can be updated. Provides assistance to users in a professional manner following agreed procedures for further help or escalation. Maintains accurate records of user requests, contact details and outcomes. Contributes to the development of installation procedures and standards.
- 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.
- Assesses, analyses, develops, documents and implements changes based on requests for change.
- 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.
Pay Range:
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.