Support Technician

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

• Minimum 1-3 years of experience or similar work history.
• Industry technical certifications are a plus.
• 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 IT systems and wants to expand their knowledge of MDM, SSO/SAML, AntiVirus, Scripting, Automations, and Onboarding/Offboarding systems.
• Strong communication skills both written and verbal.