Sungrow Power Supply Co., Ltd.

2nd Line IT Support

Sungrow Power Supply Co., Ltd.

full-time

Posted on:

Origin:  • 🇬🇧 United Kingdom

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Job Level

Mid-LevelSenior

Tech Stack

AzureFirewallsITSMVoIP

About the role

  • Respond to and resolve escalated IT support tickets requiring 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.
  • Identify and diagnose recurring issues and contribute to problem management processes.
  • Maintain documentation of incident resolution steps and best practices.
  • Perform system maintenance tasks such as software updates, backups, and patch management.
  • Monitor and optimize system performance and reliability; ensure security and compliance.
  • Participate in cross-functional team meetings and escalate when necessary.
  • Provide in-depth guidance and training to end-users on IT best practices.
  • Develop and maintain documentation for complex support issues and solutions.
  • Analyze support ticket data to identify trends and generate reports on IT support metrics.
  • Maintain accurate records of hardware and software inventory.

Requirements

  • Proven experience with MS Office 365, Exchange, and Azure.
  • Minimum 3-5 years of relevant experience
  • Hands-on experience with IT helpdesk software such as Jira, Zendesk, and Zoho Desk.
  • Structured, efficient, and independent working style.
  • Fluent in English (minimum B2)
  • Ready to work in an international dynamic environment.
  • Preferred: Experience with IT Service Management (ITSM) and ITIL frameworks.
  • Preferred: 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.
  • 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.