Support Technician

Company Description

Palmetto is a leading clean tech company on a mission to accelerate the transition to a clean energy future. With a belief that consumers can have it all, we are an uncompromising energy company that makes coming clean a no brainer. Our award-winning technology platform empowers homeowners, businesses, and entrepreneurs to adopt renewable energy through simple, scalable, and innovative solutions. Operating at the intersection of B2B and D2C, we offer software, financial products, and services that drive real environmental impact-without compromising value. We deliver end-to-end solutions for whole home electrification that put clean energy within reach for all.

Our employees are our most valuable resource. We foster a promote-from-within culture that prioritizes talent development, career growth, and purpose-driven work. Palmetto offers a comprehensive benefits package-including unlimited PTO, medical, dental, and vision coverage, paid parental leave, retirement plans, and more-so you can have it all both personally and professionally. Palmetto prioritizes people, planet, and profit-backed by a culture that values collaboration, impact, and balance. Join us in building a brighter, cleaner world.

Location

This position will be based in the Philippines.

Summary of Role

We are seeking a customer-focused and enthusiastic Support Tech to join our IT support team. This position serves as the initial point of contact for our employees requiring technical assistance. The ideal candidate will possess a strong desire to learn, excellent communication skills, and a passion for assisting others.

Strategic & Tactical

• Support a geographically diverse team of employees, focusing on our Philippines team members, by assisting in the management and maintenance of the existing Palmetto Core Systems stack including but not limited to Google, OneLogin, Salesforce, Slack, Atlassian Products, Office 365, Intercom, Bitdefender, Atlassian, Rippling, Zoom, & 1Password.
• Provide level 1 administration and support of Palmetto Core Systems including but not limited to account management, hardware troubleshooting and setup, light maintenance, troubleshooting, access requests, onboarding, and offboarding.
• Assist the team with ordering of equipment, onboarding and offboarding employees, primarily in the Philippines but also US based as well.
• Quickly and courteously respond to assigned tickets / tasks in accordance with SLA guidelines, with a primary focus on the daily management of the Core System Ticket queue via Salesforce Service Cloud.
• Provide remote technical support to end-users, fielding incoming help requests from via slack, email, and Salesforce.
• Troubleshoot and resolve fundamental technical issues, including password resets, software installations, and general hardware inquiries.
• Escalate complex issues to the appropriate Tier 2 or other IT teams when a resolution cannot be initially achieved.
• Utilize Salesforce to record, track, and resolve incoming service requests with respect to all hardware and software issues.
• Help to create, update, and document internal Palmetto policies and standards required for network access to the Palmetto Core System stack.
• Help to train, educate, and communicate your knowledge of applications, system tools, and technical processes to existing employees when required.
• Update technical support documentation, company Wiki (Confluence and Guru), and knowledge base where required.
• Troubleshoot Windows and Mac laptops.
• Set up and deploy new laptops for remote employees.
• Maintain a high level of professionalism and customer satisfaction in all interactions.

Qualifications

Employment is contingent upon the successful completion of a background check.

Equal Employment Opportunity

Palmetto embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications, merit, and business need. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other status protected under federal, state, or local law.

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