IT Support Specialist
Job Description
IT Support Specialist
e-STORAGE is a subsidiary of Canadian Solar and a leading company specializing in the design, manufacturing, and integration of battery energy storage systems for utility-scale applications. The Company offers its own proprietary LFP battery solution, comprehensive EPC services, and innovative solutions aimed at improving grid operations, integrating clean energy, and contributing to a sustainable future. e-STORAGE has successfully implemented over 3.3 GWh DC of battery energy storage solutions in various locations, including the United States, Canada, the United Kingdom, and China. This significant accomplishment solidifies e-STORAGE's position as a key player in the global energy storage integration industry. Currently, the Company operates two fully automated, state-of-the-art manufacturing facilities with an annual production capacity of approaching 20 GWh. e-STORAGE is fully equipped to continue providing high-quality, scalable energy storage solutions and contribute to the widespread adoption of clean energy.
For additional information about e-STORAGE, visit www.csestorage.com
Canadian Solar was founded in 2001 in Canada and has been listed on NASDAQ since 2006. It is now one of the world's largest solar technology and renewable energy companies. Canadian Solar is a leading manufacturer of solar photovoltaic modules, provider of solar energy and battery storage solutions, and developer of utility-scale solar power and battery storage projects with a geographically diversified pipeline in various stages of development. Over the past 22 years, Canadian Solar has successfully delivered over 102 GW of premium-quality, solar photovoltaic modules to customers across the world. Likewise, since entering the project development business in 2010, Canadian Solar has developed, built, and connected over 9 GWp of solar power projects and over 3 GWh of battery storage projects across the world. Currently, the Company has approximately 700 MWp of solar power projects in operation, 8 GWp of projects under construction or in backlog (late-stage), and an additional 17 GWp of projects in advanced and early-stage pipelines. In addition, the Company has a total battery storage project development pipeline of 52 GWh, including approximately 2 GWh under construction or in backlog, and an additional 50 GWh at advanced and early-stage development. Canadian Solar is one of the most bankable companies in the solar and renewable energy industry.
For additional information about Canadian Solar, visit www.canadiansolar.com
Position Title:IT Support Specialist
Department:Information Technology
Entity:CS e-Storage
Reports To:Sr. IT Manager
Location:Hybrid - Louisville, KY
Position Summary:
The IT Support Specialist is responsible for providing exceptional customer service and support to Americas users. Responsibilities include installing, configuring, maintaining, and supporting workstations (hardware, operating system, and applications), laptops, printers, audio/video equipment, and telecommunications; exhibiting ownership and timely resolution of all incident tickets and change orders; interacting directly with other IT groups to determine the proper remediation for an issue; setting up and quality assurance testing of new hardware and software for existing and new end-users in the company and other duties as assigned.
Responsibilities:
- Develop and maintain positive customer (internal and external) relationships while always striving to attain the highest level of Customer Service and Satisfaction.
- Provide focused support for all end-user technical and application software problems at a Tier 1 level mainly onsite and via phone/remote as required. Primary interface with end-users when investigating and resolving their problems.
- Provide exceptional customer service through consulting, installation, support, and troubleshooting for the end-user community, as well as practicing high-quality customer support skills, such as face-to-face, telephone, internet and email, reliability, timeliness, and effectiveness.
- Install, configure, maintain, and support workstations (hardware, operating system, and applications), laptops, printers, audio/video equipment, and telephones.
- Exhibit ownership and timely resolution of all incident tickets and change orders.
- Administer and provide onsite and local telephone support, including maintenance and upgrades to workstations, wiring topology, printers, and print servers.
- Provide basic training on the use of the network and the standard software packages or necessary knowledge/skills of applications to new users, as well as providing support to users’ specific issues of using software packages or applications when required.
- Ensure all system problems are tracked and logged in accordance with problem management procedures. Participate in trend identification, root cause analysis, and correction.
- Manage client-side software installation, upgrades, patches, and problem fixes.
- Coordinate problem resolution with other IT support teams (e.g., Business Systems, Corporate Infrastructure) to ensure timeliness.
- As required, provide after-hour and weekend support as part of an “On-Call” rotation and travel to other North American sites and training conferences as deemed necessary.
- Perform other tasks as assigned by management.
Required Qualifications and Skills:
- Minimum 3 years of experience implementing, maintaining, and supporting Windows operating systems, MS Office applications, and other desktop productivity software.
- Working knowledge of Active Directory, Windows Server Operating Systems, configuring, and supporting Mobile devices, client workstations, laptops, printers, video conferencing, and A/V equipment.
- Associate degree or higher with computer-related coursework and training.
- Experienced in using help desk software for request and problem management.
- Ability to interact directly with other IT groups and Systems Administrators at remote locations to determine and coordinate the proper remediation for an issue.
- Aspire to become a go-to person for Computer Problems or Questions and can make a frustrated user feel at ease.
- Attention to detail and ability to handle multiple tasks simultaneously.
- Ability to define and document Level 1 processes for troubleshooting and resolution of routine fixes and training.
Compensation & Benefits:
Canadian Solar offers a competitive salary plus fully comprehensive benefits and performance bonus package based on an annual objective achievement. Our generous benefits package includes a 401(k) Retirement Plan, medical/dental/life/disability program, vacation, and sick days.
Canadian Solar Inc. is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status.