Senior Helpdesk cum NOC Engineer

4 weeks ago

Hyderabad, India Maxeon Full time

Powering Positive Change™  

   

In a world of constant change, the only way to make a meaningful impact is to stay ahead of the curve. That’s why at Maxeon Solar Technologies we've been pushing the boundaries of solar innovation every day for 35 years – from the very edge of outer space to countless rooftops below.    

    

Our highly advanced solar products are powering the fight against climate change in more than 100 countries around the globe. And our brilliant, passionate, and driven team of more than 5,000 people globally are Powering Positive Change™ every day.    

   

Are you ready to power positive change?  

 

Job Summary  

 

As we continue to grow, we are looking for a world-class Senior Helpdesk cum NOC Engineer based in Hyderabad, India and reporting to the Global Desktop Support Manager. In an industry that is reshaping the world’s energy future, there's no better place to be.  

 

You will be responsible for leading a technical support team, ensuring timely and accurate customer service, recruiting, and training representatives, and establishing customer service standards. The role requires a strong technical background, problem-solving skills, and excellent communication skills to monitor and maintain infrastructure services and IT Handel Incident Management. We value pushing boundaries, holding ourselves to a higher standard, and thriving together. If you are ready to contribute to our journey of excellence, we invite you to be a part of our dynamic team 

 

You'll be responsible for:

  • Recruit, train and support help desk representatives and technicians
  • Ensures that tracking and monitoring of performance of service delivery through all channels is carried out, metrics and reports are analyzed, and issues are resolved.
  • Provide necessary information on IT products or services.
  • Contribute to improving customer support by actively responding to queries and handling complaints.
  • Establish best practices and implement ITIL standards.
  • Develop daily, weekly, and monthly reports on helpdesk team’s productivity.
  • Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting.
  • Develop and maintain knowledge base.
  • Performing routine checks in Monitoring Tool, identifying, and escalating issues to support engineers as needed.
  • First point of contact for any IT infrastructure-related incidents. They are responsible for identifying and escalating issues to the appropriate support teams. In the event of an incident, they must be able to quickly identify the root cause of the problem and work with other teams to implement a resolution.
  • Other tasks that will be assigned by the leader from time to time.

 


You should bring:

  • Degree in Information Technology, Computer Science, or equivalent
  • Minimum 4 years’ experience in Service Desk, IT call center handling, IT service delivery or related end user facing services.
  • Ability to develop rapport, trust, and open communication that enhances the growth and performance of direct reports.
  • Strong planning skills and analytical
  • Common desktop hardware software knowledge, M365 services, Active Directory, network, and system.
  • Good verbal and written communication skills, able to work in a team, possess cross-culture experience, project management skills.

 

Safety Compliance

Your safety is our number one priority at Maxeon. All our employees must complete regular workplace safety training and comply with our mandatory safety standards.

 

Equal Employment Opportunity

It is Maxeon’s policy to provide equal employment opportunity to all applicants and employees. Maxeon will not tolerate unlawful discrimination against any applicant or employee because of race, color, national origin or ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, age, religion, disability, family care status, veteran status, marital status, sexual orientation, or any other basis protected by national, local, state or federal laws or regulations.

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