Sunrun, Inc

  • Site Support Lead

    Job Locations US-CO-Denver | US-CO-Denver
    Requisition ID
    2018-7391
    Category
    Engineering & Technology
  • Overview

    This position is responsible for ensuring a high level of customer services by providing a wide range of direct IT support services to internal Sunrun customers. He or she is also responsible for leading the Site Support team through proactive planning, support and delivery of services with respect to our Service Level Agreements and obligations.


    The Site Support Lead has a responsibility to meet with team members and customers to ensure that all parties are receiving the expected services and support. This position calls for excellent communication and organization skills within a rapidly changing technology and business needs landscape. The ideal candidate will possess a strong sense of urgency for client issues, especially for major outages and critical business events and initiatives.

    Responsibilities

    ESSENTIAL DUTIES AND RESPONSIBILITIES

    • Supervises the day-to-day operations of the Site Support team and its environment.
    • Identifies, researches, and resolves complex technical problems.
    • Plan, prioritize and schedule site support activities to ensure maximum issue resolutions in minimum time.
    • Creates and manages escalation procedures and ensures service levels are maintained.
    • Documents, tracks, and monitors problems to ensure resolution in a timely manner.
    • Coordinates referrals to appropriate technical, professional or service personnel for follow-up.
    • Ensures the site support staff uses the required tools and software to identify, document, track and resolve reported problems.
    • Analyze site support activities and develop tools and process improvements to optimize service and staff performance.
    • Select and Provision hardware and other technologies for Sunrun staff.
    • Coordinates with other teams for large projects, implementations, issues and/or escalations. Skills​ ​and​ ​Attributes
    • Communicate effectively to a variety of audiences
    • Display exceptional time management and multitasking skills
    • Hold yourself accountable for your performance as well as that of your team
    • Work closely with peers to discover best practices
    • Maintaining an overall positive atmosphere
    • Be flexible to work various schedules based on business needs
    • Advocate for the customer
    • Lead by example Desired​ ​Experience
    • Strong analytical and behavioral problem solving skills
    • An understanding of basic computer and home networking terminology (operating systems, browsers, routers, modems, etc)
    • Working knowledge of current Microsoft Windows operating systems (client and server platforms)
    • Knowledge of iOS and Apple Hardware
    • Excellent interpersonal skills, with a bias towards customer service
    • Strong communication skills: active listening, writing/ typing, informal communication
    • Working knowledge of networking protocols (TCP/IP), networking infrastructure, switching and routing is a plus
    • Provides level 2 and 3 support by troubleshooting systems and host environments.
    • Presents status reports and incident trends to management team.
    • Applies a high level of technical skill and expertise to complex systems and technical problems of considerable difficulty and importance.
    • Leads and manages vendor interface for system support issues and escalations.
    • Provides problem solving and technical assistance. Responds to telephone, electronic mail, voice mail, verbal and written service requests to provide assistance.
    • Stays current with technological developments in application administration technology and recommends ways for Sunrun to take advantage of new technology.
    • Positions in this classification may perform all or some of the responsibilities above and all positions perform other related duties as assigned.

     

    REQUIREMENTS (EDUCATION, EXPERIENCE, CERTIFICATIONS, AND OTHER SKILLS)

    • Bachelor’s degree in Computer Science or equivalent job experience.
    • Minimum 5 years’ IT experience.
    • Solid troubleshooting skills, project execution, installation, migration, configuration and troubleshooting including but not limited to: Windows, DNS, Active Directory, and Group Policy.
    • Solid Understanding of network topology and troubleshooting services (DHCP/ DNS/ TCP/ IP).
    • Thorough understanding of technical data architectures.
    • Strong ability in troubleshooting complex issues and basic understanding of network architecture.
    • Knowledge of: Best in class applications such as ServiceNow, Okta, Google Apps. etc.

     

    PHYSICAL DEMANDS

    • Be able to remain in a seated position for more than 50 percent of the workday
    • Sufficient hand, arm, and finger dexterity to operate a computer keyboard and other office equipment
    • Ability to exert up to 50 pounds of force and occasionally lift and or move up to 15 pounds
    • Have adequate visual and hearing acuity to follow instructions, operate office equipment and determine accuracy of the work assigned

    Qualifications

    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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