Service Desk Technician II
Job Summary
Job Description
The Service Desk Technician II role at Fluence involves leading the day-to-day IT service desk globally. The responsibilities include supporting and administering Windows PCs and Apple macOS, providing mobile device support, investigating and resolving IT incidents related to various IT and application services, supporting onsite conferencing technology and office infrastructure, administering IT hardware and software, and contributing to the IT knowledge base. The role requires partnering and communicating with all levels of the organization to resolve issues and fulfill IT service requests. The technician will also partner with Cybersecurity, Infrastructure, and Applications teams.
Must have:
- 5+ years in information technology management support
- 5+ years of experience with Mac OSX support
- 5+ years Customer Service experience
- Proficient in both Windows and Mac hardware and OS
- Experienced with ServiceNow
- Experienced with Active Directory and MS Office 365 administration
Good to have:
- Experienced with Adobe, NetSuite, Salesforce, Workday, and SharePoint
- Experienced with audio/video conferencing technology
- Understanding of network architecture, Office 365 environments
- Experienced in technical writing and developing procedural documentation
- Experienced with Customer Service and Customer Experience Management practices
- Familiar with ITIL and ITSM practices
- Apple ACSP certification
- Security + or CompTIA Certification
Perks:
- Collaborative and supportive work environment
- Opportunities for professional development and growth
- Chance to make a real difference in the world
10 skills required
Job Details
About Fluence: Fluence (Nasdaq: FLNC) is a global market leader delivering intelligent energy storage and optimization software for renewables and storage. Our solutions and operational services are helping to create a more resilient grid and unlock the full potential of renewable portfolios. With gigawatts of successful implementations across nearly 50 markets, we are transforming the way we power our world for a more sustainable future. For more information, please visit fluenceenergy.com.
Our Culture
At Fluence, our culture is the foundation that drives our ambitious growth strategy and fuels our mission to transform the future of energy. Our core cultural pillars empower us to innovate, collaborate, and lead with purpose, ensuring we continue to deliver unparalleled value to our customers and the world.
Unleash Voices
We believe every voice matters. We encourage openness, active listening, and decisive action to create a culture where everyone has the opportunity to contribute to our success. We foster an environment where diverse perspectives are heard and valued, driving innovation and progress.
Customer Fluent
Our customers are at the heart of everything we do. We’re committed to delivering exceptional value that exceeds expectations by understanding our customers' needs and adapting swiftly to meet them. Our deep focus on customer satisfaction drives us to continuously improve and innovate.
Infinite Impact
We are committed to creating the impossible. We push boundaries to deliver sustainable, game-changing solutions that shape a brighter, more energy-efficient future for all. Our team is passionate about making a lasting impact that will resonate for generations to come.
All In
We are all in for growth. Our teams are relentlessly focused on identifying and seizing opportunities that propel us forward. We embrace an ownership mindset, pushing ourselves and each other to accelerate progress and create lasting success.
About the position:
Location: Houston TX (5 days onsite)
Fluence is seeking an experienced Information Technology Service Desk Technician Level II to contribute to leading the day-to-day IT service desk globally and growing our customer-centric IT support capabilities and competency to stay ahead of Fluence’s expanding rate of change and growth. This role will work on a global team to support our infrastructure and enterprise platforms as well as our SaaS, Microsoft Office 365 environment, and end-user and desktop services.
Fluence has an unwavering commitment to safety, quality, and integrity. We take personal ownership in all we do, earning trust with our customers and internal and external stakeholders.
Scope:
• Support and Administer Window PC and Apple macOS.
• Provide mobile device support and administration for Apple iOS and Android devices.
• Investigate and resolve IT incidents related to a broad range of IT and application services including MS Office 365, Account/Access provisioning, service integration, global network, printing, and conferencing services.
• Support onsite conferencing technology and office infrastructure/network and assist with infrastructure projects.
• Administer IT hardware/device provisioning for both Windows-based PCs and Apple Macs and partner with infrastructure to develop and manage any asset and device management processes and systems.
• Administer IT software and licensing and partner with infrastructure to develop and manage any software and license management processes and systems.
• Administer account/access provisioning and perform IT system administration.
• Develop and contribute to IT knowledge base, processes, procedures, runbooks, workflows, reference guides and continuous improvement to better enable IT support services.
• Partner and communicate with all levels of the organization including senior and executive-level management to resolve issues and fulfill IT service requests.
• Partner with Cybersecurity for data and device security and policies
• Partner with Infrastructure on network projects and end-users service administration and policies
• Partner with Applications teams on service transition and operational readiness.
What an ideal candidate brings to Fluence:
- 5+ years in information technology management support.
- 5+ years of experience with Mac OSX support.
- 5+ years Customer Service experience.
- Proficient in both Windows and Mac hardware and OS.
- Experienced with ServiceNow.
- Experienced with Active Directory and MS Office 365 administration.
- Experienced with Adobe, NetSuite, Salesforce, Workday, and SharePoint
- Experienced with audio/video conferencing technology setup, administration, and troubleshooting.
- Comprehensive understanding of network architecture, Office 365 environments, identity, device management and software/license management.
- Experienced in technical writing and developing procedural documentation and workflows.
- Experienced with Customer Service and Customer Experience Management practices and communication techniques.
- Familiar with ITIL and ITSM practices – certifications a plus
- Apple ACSP certification a plus
- Security + or CompTIA Certification a plus
Here are some of the benefits of joining our team:
· Collaborative and supportive work environment
· Opportunities for professional development and growth
· Chance to make a real difference in the world
Fluence IS AN EQUAL OPPORTUNITY EMPLOYER and fully subscribes to the principles of Equal Employment Opportunity to ensure that all applicants and employees are considered for hire, promotion, and job status without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, marital or familial status.
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