Service Desk Tech II

ABOUT FLUENCE

Fluence, a Siemens and AES company, is the global market leader in energy storage technology solutions and services, combining the agility of a technology company with the expertise, vision, and financial backing of two well-established and respected industry giants. Building on the pioneering work of AES Energy Storage and Siemens energy storage, our goal is to create a more sustainable future by transforming the way we power our world. Providing design, delivery, and integration, Fluence offers proven energy storage technology solutions that address the diverse needs and challenges of customers in a rapidly transforming energy landscape.

Fluence currently has more than 2.4 gigawatts of projects in operation or awarded across 24 countries and territories worldwide. We topped the Navigant Research utility-scale energy storage leaderboard in 2018 and were named one of Fast Company’s Most Innovative Companies in 2019. In 2020, our sixth-generation Tech Stack won Commercial Technology of the Year at the 22nd annual S&P Global Platts Global Energy Awards.

Leading

Do others come to you for your subject matter expertise? Are you excited by the challenge of working in a start-up atmosphere with a purpose?

Fluence is searching for an experienced Information Technology Service Desk Manager to lead the day-to-day support functions globally and maintain and expand our support model for the Fluence’s workforce. The ideal candidate will be able to enhance our support platform, support the Global network infrastructure and our Microsoft Office 365 environment, while looking for ways to grow service offerings in a cost-effective way to meet anticipated growth needs. The Service Desk Manager will be responsible for developing platform maintenance plans, managing the IT Support staff, and keeping the team up to date on the latest technologies that could help the company to succeed.

Responsibilities

• Fluence is defined by its unwavering commitment to safety, quality, and integrity. We take personal ownership in what we do, developing trust in our relationships with internal and external stakeholders. We firmly believe in having honest, forthcoming, and fair communications.
• · Review and resolve IT tickets related to Office 365, SharePoint, VPN access using the FIT Support tool running on Solar Winds.
• · Partner with the Cybersecurity and Infrastructure leads to deliver excellence with great focus around data and device security,
• · Manage the IT equipment deployment process for both Windows based pcs and Apple Macs and develop the mechanics to maintain hardware and software inventories.
• · Create and maintain user accounts via Active Directory.
• · Develop and contribute to the IT knowledge base libraries.
• · Develop and document process flows
• · Provide timely responses to support requests
• · Strong communicator with good written and verbal skills
• · Able to identify innovative solutions for process improvements.
• · Assist users with iPaaS integrations and MS Power Platform development
• · Establish a strong working relationship with the entire team of Service Desk technicians to assist with tasks related to Office 365, SharePoint and Solar Winds.
• · Able to troubleshoot and resolve audio/video conferencing systems.

Qualification and Skills

• · 3+ years in information technology management support.
• · Comprehensive understanding of network architecture, Office 365 environments, device management and identity management
• · Experience with Active Directory and O365 administering problem-solving skills.
• · Strong written and verbal communication skills is required.
• · Knowledge of specific systems like Adobe, NetSuite, Salesforce and SharePoint is a plus.
• · Proficient in both Windows and Mac hardware.
• · Experience with setup and troubleshooting Audio/Video conferencing equipment
• · Strong problem-solving skills.
• · Willingness to learn and accept challenges in line with new tools and systems