IT Technician (Level II)

IT Technician (Level II) Location: Mebane/Greensboro NC Reports to: IT Director, Americas. Territory: Americas Department: Information Technology Role Overview and Company Background Sunlight Group is a world-leading provider of innovative industrial and off-road energy solutions for industrial mobility, leisure mobility, and Energy Storage Solution applications. Sunlight is 100% owned by Olympia Group, a leading international investment company. In 2023, Sunlight acquired Triathlon Batteries. This acquisition forms a multi-site $200mm organization in the Americas, which is in the process of being integrated into one scalable and autonomous business with a goal to reach $1bn in revenues over the next 7 year. As an IT Support Technician II, you will support end-users in resolving technical problems. You will play a pivotal role in providing effective and efficient support to our internal users and our remote users. Your duties will include responding to technical queries and issues, resolving problems in a timely manner, and providing technical recommendations and excellent customer service. To be successful as an IT Technician, you should have good time management skills, can work well in a team environment as well as handle task on your own and be a proactive thinker. Ultimately, a good IT Technician should be able to meet the user where their problem lives and using excellent problem-solving skills and a solid knowledge of IT provide them with a solution that allows for minimum downtime. Main Responsibilities • Providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. • Diagnosing and resolving technical hardware and software issues. • Installing, configuring, and maintaining computer systems and software. • Troubleshooting network connectivity issues. • Collaborating with other IT team members to escalate and resolve complex technical issues. • Documenting troubleshooting steps and solutions for future reference. • Assisting in the implementation of IT projects and upgrades. • Providing training and guidance to end-users on IT-related matters. • Maintaining inventory of IT equipment and software licenses. • Ensuring compliance with company IT policies and procedures. Ethics and Responsiveness: • Exhibit integrity and reliability in all job responsibilities, fostering a culture of honesty and trust. • Ensure daily responsiveness by promptly addressing and providing answers to all customer requests. Qualifications: • Bachelor's degree preferred but not required and at least 3 years’ experience. • 3 years of experience in an end-user IT Support Role. • Proficiency in Layers 1-3 of OSI Model • Basic knowledge of Microsoft Active Directory, Entra AD, Group Policy/Device Policies • Proficiency in Microsoft Office 365 applications (Teams, SharePoint, OneDrive, etc.) • Proficiency in Windows 10 Pro and Windows 11 Pro. • Experience with EDR and device encryption. • Solid knowledge of advanced printer, MFP, and peripheral device troubleshooting. • Ability to work in a team setting as well as independently with strong focus on SLA’s a providing excellent customer service. • Analytical mindset with proficiency in data analysis tools. • Excellent communication and interpersonal skills. • Certifications: Comptia A and Net . • Experience with SAP HANA is a plus. Benefits: • Competitive and Flexible PTO Policy • 10 National Holidays. • 401k match up to 6%, offering an effective 5% employer contribution. • Healthcare Benefits and generous employer HSA contributions for employees and family. • Progressive Paternity and Maternity leave. • Free Coffee.