Sunrun, Inc

  • Sr. Site Support Technician

    Location US-CA-San Francisco
    Category
    Engineering & Technology
    Requisition ID
    2019-13174
    Position Type (Portal Searching)
    Regular Full-Time
  • Overview

    Looking for an Executive/VIP Desktop Support Technician to provide day-to-day white glove process and technical support for Senior Executives and their assistants.  Maintaining the highest level of confidentiality, integrity, and professionalism are mandatory requirements as this position will have constant and direct interaction with Sunrun Executive leadership.

     

    The Sr. Site Support Technician will troubleshoot hardware, software, and network connectivity issues focused on Windows, Mac OS, Chrome OS, servers, applications, and G Suite.  The Technician will be responsible for communicating and assisting employees with all PC issues, which include all applications and hardware.

     

    The right candidate must be able to manage time effectively and efficiently with minimal supervision and is responsible for leading the Site Support team through proactive planning, support and delivery of services.


    The right candidate must also have an advanced knowledge of Microsoft computing environments including a thorough understanding of conferencing and telephony equipment.  The ideal candidate will demonstrate advanced knowledge of G Suite applications such as Gmail, Sheets, Docs and Google Meet. The ideal candidate will also demonstrate advanced knowledge of desktop troubleshooting ability and will possess a strong sense of urgency for client issues.  Knowledge and expertise with networking (LAN/WLAN) and telephony systems is preferred.

    Responsibilities

    • Work within a team to provide enterprise level support to both local and remote users.
    • Identifies, researches, and resolves complex technical problems.
    • Manages escalation procedures and ensures service levels are maintained throughout the Site Support Team.
    • Analyzes Site Support activities and develops tools and process improvements to optimize service and staff performance.
    • Coordinates with other teams for large projects, implementations, issues and/or escalations.
    • Communicates effectively to a variety of audiences.
    • Displays exceptional time management and multitasking skills.
    • Coordination and implementation of quarterly organizational all hands meetings.
    • Improve user experience, system availability and performance.
    • Perform documentation of  system procedures.
    • Maintain directory services (AD) and Single Sign On (SSO) integration including but not limited to; account creation, account modification, directory information updates, password resets.
    • Provides networking assistance to users, including troubleshooting network and applications performance problems.
    • Assist users in resolving technical PC and network problems, including but not limited to connectivity, virus removal, provisioning of new hardware and software on end users computer, java issues.
    • Image and provision equipment for New Hires, retrieve, inventory and reimage equipment for offboarded users.
    • Maintain equipment levels including but not limited to desktops, laptops, keyboards, mice, phones, monitors.
    • Remote support of technical issues via telephone and/or with remote support software.
    • Diagnosis and repair of hardware.
    • Training end users in operation of software and hardware.
    • Provide Mobile Device support (iPhone and Android devices).
    • Troubleshoot, diagnose and solve issues that arise and escalate issues if necessary.

    Qualifications

    • 4+ years recent experience in similar position.
    • Complete familiarity with personal computers and mobile devices.
    • In-depth Knowledge of Microsoft Windows (7/8/10).
    • Solid Understanding of the Google platform:  Mail, Calendar, G-Suite.
    • Strong ability in troubleshooting complex issues and basic understanding of network architecture
    • Bachelor’s degree in Computer Science or equivalent job experience.
    • Extensive knowledge of A/V setup and conferencing software including Google Meet, GoTo Meeting and Skype.
    • Advanced knowledge of Mac OS.
    • Basic knowledge with most Microsoft Server products.
    • Basic understanding of a Windows 2003/2008 domain.
    • Past experience working in an independent IT team environment.
    • Basic Active Directory administration experiencing.
    • Basic knowledge of Microsoft Active Directory - GPO, DHCP, DNS, WSUS.
    • Knowledge of networking concepts.
    • Demonstrated experience with common server-administration tasks for an enterprise-level organization, including system installation, system upgrades and updates, software management, troubleshoot hardware and software issues.
    • Ability to perform normal office duties.
    • Ability to operate office equipment including computers and determine accuracy of work.
    • Ability to interact and participate in meetings.
    • Ability to lift up to 50lbs for short durations.

    DISCLAIMER

     

    This description indicates the general nature and level of the qualifications and duties required of employees in this job classification, as well as the essential functions a person must be able to perform to do this job.  It is not designed to be a comprehensive inventory of all duties and qualifications required of employees assigned to this job.  
     
    Sunrun Inc. and its subsidiaries are equal opportunity employers and make employment decisions on the basis of merit and business need.  We hire without consideration to race, color, religion, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, or any other basis protected by law.

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