Service Desk Agent - Network

SMA Solar Technology AG is a global leader in providing innovative solutions for generating, storing, and using renewable energies. For over 40 years, the company has been at the forefront of the energy transition, developing groundbreaking technologies that drive the global shift towards sustainable energy. As part of its strategic expansion, the new branch in Poland is growing as SMA Multi Shared Services Center in Kraków.

• Familiarity with ITIL processes.
• Strong knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience using network diagnostic tools and remote desktop support tools.
• Basic understanding of firewalls, routing and switching.
• Certifications such as CompTIA Network+ or Cisco CCNA are a plus.
• Experience using ticketing systems (e.g., JIRA SD).
• Minimum 1 year of experience in a similar support role.
• Experience in corporate or SSC/BPO environments is a plus.
• Proficiency in English min. B2 (C1 is a plus).
• German language skills are a plus.

• Receive and log incoming service requests via phone, email, or self-service portal.
• Perform initial diagnosis and resolve common technical and network-related issues (L1 scope).
• Reset passwords and manage basic user access rights.
• Troubleshoot network connectivity issues including IP conflicts, VPN access problems, and DNS/DHCP errors.
• Assist users with network access setup and configuration.
• Use diagnostic tools such as ping, tracert, ipconfig to analyze network problems.
• Classify and escalate tickets to 2nd or 3rd line support teams as necessary.
• Document known issues and solutions in the knowledge base.
• Monitor ticket queues and ensure service levels (SLAs) are met.
• Communicate with users to provide updates and resolution statuses.
• Collaborate with the network team to escalate and resolve complex network incidents.