Support Technician
Palmetto Clean TechnologyCharlotte, North Carolina
Full Time
Posted November 26, 2025
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Job Description
A Support Technician role focused on providing technical assistance to employees, primarily in the Philippines, by managing and troubleshooting core IT systems, hardware, and software, while ensuring high customer satisfaction and maintaining internal documentation.
Key Responsibilities
- Assist employees with technical support and troubleshooting via helpdesk tickets, Slack, and email
- Manage and maintain core IT systems including account management, hardware setup, and light maintenance
- Support onboarding and offboarding processes, including equipment ordering and setup
- Troubleshoot and resolve hardware and software issues on Windows and Mac laptops
- Record, track, and resolve service requests using Salesforce Service Cloud
- Escalate complex technical issues to higher-tier support teams
- Create, update, and document internal IT policies, procedures, and technical documentation
- Deploy and set up new laptops for remote employees
- Provide remote technical support and training to employees on applications and system tools
Requirements
- Minimum 1-3 years of experience or similar work history in IT support or related roles.
- Strong communication skills both written and verbal.
- Ability to quickly and courteously respond to assigned tickets and tasks in accordance with SLA guidelines, with a primary focus on the daily management of the Core System Ticket queue via Salesforce Service Cloud.
- Experience providing remote technical support to end-users, including troubleshooting password resets, software installations, and general hardware inquiries.
- Experience with troubleshooting Windows and Mac laptops.
- Ability to set up and deploy new laptops for remote employees.
- Experience assisting in account management, hardware troubleshooting and setup, light maintenance, access requests, onboarding, and offboarding of employees.
- Ability to assist in ordering equipment and onboarding/offboarding employees, primarily in the Philippines but also US-based.
- Ability to escalate complex issues to Tier 2 or other IT teams when resolution cannot be initially achieved.
- Experience utilizing Salesforce to record, track, and resolve incoming service requests related to hardware and software issues.
- Ability to 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 employees when required.
- Experience updating technical support documentation, company Wiki Confluence, Guru, and knowledge bases.
- Basic understanding of IT systems and a desire to expand knowledge in areas such as MDM, SSO SAML, AntiVirus, Scripting, Automations, and Onboarding/Offboarding systems.
- Employment contingent upon the successful completion of a background check.
Benefits & Perks
unlimited PTO
medical, dental, and vision coverage
paid parental leave
retirement plans
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