Service Desk Technician II

About Fluence: Fluence Energy, Inc. (Nasdaq: FLNC) is a global market leader in energy storage products and services, and optimization software for renewables and storage. With a presence in over 47 markets globally, Fluence provides an ecosystem of offerings to drive the clean energy transition, including modular, scalable energy storage products, comprehensive service offerings, and the Fluence IQ Platform, which delivers AI-enabled SaaS products for managing and optimizing renewables and storage from any provider. Fluence is transforming the way we power our world by helping customers create more resilient and sustainable electric grids.

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OUR CULTURE AND VALUES

We are guided by our passion to transform the way we power our world. Achieving our goals requires creativity, diversity of ideas and backgrounds, and building trust to effect change and move with speed.

We are Leading

Fluence currently has thousands of MW of energy storage projects operated or awarded worldwide in addition to the thousands of MW of projects managed by our trading platform—and we are growing every day.

We are Responsible

Fluence is defined by its unwavering commitment to safety, quality, and integrity.

We are Agile

We achieve our goals and meet our customer’s needs by cultivating curiosity, adaptability, and self-reflection in our teams.

We are Fun

We value the diversity in thought and experience of our coworkers and customers. Through honest, forthcoming, and respectful communications we work to ensure that Fluence is an inclusive and welcoming environment for all. 

Fluence is seeking an experienced Information Technology Service Desk Technician Level II to contribute to leading the day-to-day IT service desk globally and growing our customer-centric IT support capabilities and competency, to stay ahead of Fluence’s expanding rate of change and growth. This role will will work on a global team to support our infrastructure and enterprise platforms as well as our SaaS, Microsoft Office 365 environment and end-user and desktop services.

Fluence has an unwavering commitment to safety, quality, and integrity. We take personal ownership in all we do, earning trust with our customers and internal and external stakeholders. 

• Support and Administer Window PC and Apple macOS.
• Provide mobile device support and administration for Apple iOS and Android devices.
• Investigate and resolve IT incidents related to a broad range of IT and application services including MS Office 365, Account/Access provisioning, service integration, global network, printing, and conferencing services.
• Support onsite conferencing technology and office infrastructure/network and assist with infrastructure projects.
• Administer IT hardware/device provisioning for both Windows-based PCs and Apple Macs and partner with infrastructure to develop and manage any asset and device management processes and systems.
• Administer IT software and licensing and partner with infrastructure to develop and manage any software and license management processes and systems.
• Administer account/access provisioning and perform IT system administration.
• Develop and contribute to IT knowledge base, processes, procedures, runbooks, workflows, reference guides and continuous improvement to better enable IT support services.
• Partner and communicate with all levels of the organization including senior and executive-level management to resolve issues and fulfill IT service requests.
• Partner with Cybersecurity for data and device security and policies
• Partner with Infrastructure on network projects and end-users service administration and policies
• Partner with Applications teams on service transition and operational readiness.

• 5+ years in information technology management support.
• 5+ years of experience with Mac OSX support.
• 5+ years Customer Service experience.
• Proficient in both Windows and Mac hardware and OS.
• Experienced with ServiceNow.
• Experienced with Active Directory and MS Office 365 administration.
• Experienced with Adobe, NetSuite, Salesforce, Workday, and SharePoint
• Experienced with audio/video conferencing technology setup, administration, and troubleshooting.
• Comprehensive understanding of network architecture, Office 365 environments, identity, device management device and software/license management.
• Experienced in technical writing and developing procedural documentation and workflows.
• Experienced with Customer Service and Customer Experience Management practices and communication techniques.
• Familiar with ITIL and ITSM practices – certifications a plus
• Apple ACSP certification a plus
• Security + or CompTIA Certification a plus

Fluence IS AN EQUAL OPPORTUNITY EMPLOYER and fully subscribes to the principles of Equal Employment Opportunity to ensure that all applicants and employees are considered for hire, promotion, and job status without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, marital or familial status.