2nd Line IT Support - Germany

Your mission

J oin Us at the Ground Level of Something Big
Are you ready to take part in building the future of clean energy from day one? As part of the global Sungrow family—one of the world’s leading providers of PV inverters and energy storage solutions—we are launching an exciting new subsidiary in Europe. This is more than just a job—it’s a unique opportunity to shape the foundation, culture, and direction of a new company with the stability of an industry leader behind you. If you’re looking for a dynamic role where your ideas and initiative truly matter, we invite you to be one of our first pioneers.

As a 2nd Line IT Support professional, you will provide advanced technical support and troubleshooting to resolve more complex IT issues. You will play a crucial role in maintaining IT service quality, ensuring efficient problem resolution, and contributing to a dynamic and international work environment. Your expertise will span various IT domains, with a focus on MS Office 365, Exchange, and Azure, and ensure seamless IT operations.

1. Advanced Technical Support:
o Respond to and resolve escalated IT support tickets that require deeper technical expertise.
o Provide advanced troubleshooting for MS Office 365, Exchange, and Azure issues.
o Assist users with complex setup, configuration, and maintenance tasks for hardware and software.

2. Incident and Problem Management:
o Identify and diagnose recurring issues and contribute to problem management processes.
o Maintain accurate documentation of incident resolution steps and best practices.

3. System and Network Maintenance:
o Perform advanced system maintenance tasks such as software updates, backups, and patch management.
o Monitor and optimize system performance and reliability.
o Ensure security and compliance of IT systems through regular updates and monitoring.

4. Collaboration and Escalation:
o Participate in cross-functional team meetings to align IT support with business needs.

5. User Assistance and Training:
o Provide in-depth guidance and training to end-users on IT best practices and advanced software usage.
o Develop and maintain comprehensive documentation for complex support issues and solutions.

6. Data Management and Reporting:
o Analyze support ticket data to identify trends and recommend improvements.
o Generate detailed reports on IT support metrics and performance for management review.
o Maintain accurate and up-to-date records of hardware and software inventory.

Your profile

Qualifications:

• 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); fluent German is highly beneficial
• Ready to work in an international dynamic environment.

Preferred Skills:

• Experience with IT Service Management (ITSM) and ITIL frameworks.
• 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.

Personal Attributes:

• 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.

Why us?

By joining us, you will:
Work at the strategic intersection of renewable energy and cutting-edge technology, collaborate with a multinational team, thrive in a flat and fast-paced culture, and play a part in driving meaningful, sustainable transformation.

About us

We are a green tech company with young creative minds.
We are fighting every day to make our mission happen – Clean Power for All !

With 650+GW of clean power presently installed worldwide, we are on the road to success!

Founded in 1997 by University Professor Cao Renxian, Sungrow is a leader in the research and development of solar inverters with the largest dedicated R&D team in the industry and a broad product portfolio offering PV inverter solutions and energy storage systems for utility-scale, commercial & industrial, and residential applications, as well as internationally recognized floating PV plant solutions, NEV driving solutions, EV charging solutions and renewable hydrogen production systems.

Want to know more? Check out what working with us is like!