Support Technician
Palmetto Clean TechnologyCharlotte, North Carolina
Full Time
Posted November 26, 2025
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Job Description
A Support Technician responsible for providing technical assistance and support to employees, primarily in the Philippines, by managing and troubleshooting core IT systems, hardware, and software, ensuring smooth daily operations and user satisfaction.
Key Responsibilities
- Assist employees with technical support and troubleshooting via various communication channels
- Manage and maintain core systems such as Google, OneLogin, Salesforce, Slack, Office 365, and others
- Provide level 1 support including account management, hardware setup, troubleshooting, onboarding, and offboarding
- Respond promptly to support tickets and manage the ticket queue in Salesforce Service Cloud
- Troubleshoot and resolve hardware and software issues on Windows and Mac laptops
- Set up and deploy new laptops for remote employees
- Escalate complex technical issues to higher-tier support teams
- Document and update internal policies, technical support procedures, and knowledge base articles
Requirements
- Minimum 1-3 years of experience or similar work history in IT support or related roles.
- Strong desire to learn and excellent communication skills, both written and verbal.
- Ability to provide remote technical support to end-users via Slack, email, and Salesforce.
- Experience troubleshooting and resolving fundamental technical issues including password resets, software installations, and hardware inquiries.
- Experience providing level 1 administration and support of core systems such as account management, hardware troubleshooting and setup, access requests, onboarding, and offboarding.
- Ability to assist in the management and maintenance of the Palmetto Core Systems stack including Google, OneLogin, Salesforce, Slack, Atlassian Products, Office 365, Intercom, Bitdefender, Rippling, Zoom, 1Password.
- Experience setting up and deploying new laptops for remote employees, troubleshooting Windows and Mac laptops.
- Ability to quickly and courteously respond to assigned tickets/tasks in accordance with SLA guidelines, primarily managing the Core System Ticket queue via Salesforce Service Cloud.
- Experience escalating complex issues to Tier 2 or other IT teams when resolution cannot be achieved at level 1.
- Ability to record, track, and resolve incoming service requests using Salesforce, and help create, update, and document internal policies and standards for network access to the Palmetto Core System stack.
- Willingness to help train, educate, and communicate knowledge of applications, system tools, and technical processes to existing employees.
- Ability to update technical support documentation, company Wiki Confluence, Guru, and knowledge base as required.
- Basic understanding of IT systems with an interest in expanding knowledge of MDM, SSO SAML, AntiVirus, Scripting, Automations, and Onboarding/Offboarding systems.
- Possession of industry technical certifications is a plus.
- Ability to work independently with limited supervision, taking ownership of tasks and following through to ensure complete resolution.
- Employment is contingent upon the successful completion of a background check.
Benefits & Perks
unlimited PTO
medical coverage
dental coverage
vision coverage
paid parental leave
retirement plans
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