senior global helpdesk support EngineerSunpower | Maxeon

Do you want to change the world? We do, too.
With more than 30 years of proven experience, SunPower is a global leader in solar innovation and sustainability. SunPower is a company with a rich heritage of pioneering the best energy technologies in the world. 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.
Our unique approach emphasizes the seamless integration of advanced SunPower technologies, delivering complete solar solutions and lasting customer value. We are passionately committed to changing the way our world is powered, and we are guided by our legacy of innovation, optimism, perseverance, and integrity.
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.
In order to unlock shareholder value, accelerate innovation and enhance customer value, SunPower will separate into two independent, publicly traded companies, strategically aligned and complementary, focusing on distinct offerings. Newly-formed Maxeon Solar Technologies will be the leading global technology innovator, manufacturer and marketer of premium solar panels, carrying on the decades' long legacy in setting quality and performance standards.
As we look to the future, we are seeking a world-class Senior Global Helpdesk Support Engineer based in ROHQ, Binan, Philippines. In an industry that is reshaping the world's energy future, there's no better place to be than SunPower. Are you ready to change the way our world is powered?
ESSENTIAL DUTIES 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 requirements
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
Jobs2Web

Europe Philippines
Permanent
Full-time