Job Summary
SolarEdge is a top global leader, manufacturing smart energy solutions. The company's broad range of products encompasses intelligent inverter and storage systems, revolutionary EV chargers, and by doing that, we are changing the way electricity is being produced.
We are seeking a Help Desk Technician to join our amazing IT team. If you are passionate about customer care and love helping them diagnosing and solving issues, this position is perfect for you.
Responsibilities
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
Job Requirements and Skills
- 5 years’ experience in customer communications, working with non-technical individuals in time-sensitive situations, demonstrating a positive and proactive attitude
- Ability to solve basic to intermediate technical problems over the phone and using remote access tools.
- Knowledge of Microsoft Windows 10 and Office 2016-19, operation and problem solving
- Experience with Office 365
- Experience in PC/Laptop imaging, deployment, and troubleshooting
- Familiarity with client-based VPN technologies and concepts
- Ability to handle multiple and varied requests under pressure
- Ability to work independently while taking direction from superiors, co-workers, and internal customers.
- Knowledge of Microsoft Active Directory and domains
- Experience working with enterprise-level Help Desk/IT ticketing systems to log incidents and service requests
- Good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.
- Customer-oriented and patient to deal with difficult customers.
Please send your CV to Bosmat.Benzion@solaredge.com