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Support Technician II

1616 Camden Rd Charlotte, NC 28203

Company Description

Recognized by Forbes as one of the fastest-growing private companies in the United States, Palmetto believes that choosing to source clean energy from renewable resources like solar power should be a right, not a privilege. As such, we connect homeowners with renewable energy options such as solar power and energy storage systems. Through our marketplace business model, we empower solar sales professionals and solar installation companies with access to our proprietary design platform, financing, customer management system, logistics, and project management. Our #1 focus is a phenomenal experience for our customers and partners, evidenced in our industry-leading Net Promoter Score.

Our employees are our most valuable resource. Palmetto has a promote-from-within culture for talent development. We offer excellent benefits such as unlimited vacation/PTO, medical, dental, and vision coverage, parental leave, and retirement plans.

Support Technician II

Location

  • In Person - Charlotte North Carolina, must be in office.

 

Job Description

  • Support a geographically diverse team, focusing on our Charlotte office, of employees 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, AirWatch, Bitdefender, Trello, Miro, Namely, Zoom, & 1Password.
  • Provide level 2 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.
  • Regularly lead/collaborate with existing team members on department/company-wide projects and network improvements. Managing your team projects via Jira.
  • 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.

 

Responsibilities

  • Provide in person and remote technical support to end-users, fielding incoming help requests from via slack, email, and Salesforce.
  • 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 knowledge base where required.
  • Troubleshoot Windows and Mac laptops and Microsoft Office applications.
  • Set up and deploy new laptops to in-office and remote employees
  • Receive and inventory laptops incoming from in-office and remote employees

 

Who You Are

  • A confident and skilled support technician with an equal passion for technology and customer service.
  • Someone that can confidently prioritize and work through tasks daily.
  • Someone who approaches challenges and requests with the spirit of a “can do” attitude, a predisposition to be helpful, and is thoughtful, and considerate of their customer always.
  • Someone who takes ownership of tasks and follows through to ensure complete resolution with limited supervision.
  • Someone who possesses a basic understanding of Systems Administration and wants to expand their knowledge of MDM, SSO/SAML, AntiVirus, Scripting, Automations, and Onboarding/Offboarding systems.
  • Strong communication skills both written and verbal
  • Responsive with acute sense of urgency

 

Experience

  • Minimum 1-3 years of experience or similar work history.
  • Industry technical certifications are a plus
  • Preferred candidates will have a bachelor’s degree or equivalent in relevant field with demonstrated experience in applying their formal education

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.

 

For more about our Privacy Policy, visit: https://palmetto.com/privacy-policy

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