Senior IT Support Technician

Who We Are

Perch Energy is a leading community solar servicer on a mission to make renewable energy more accessible and equitable for all. Community solar breaks down the traditional barriers preventing most people from participating in the renewable energy economy. We work in numerous states across the US to bring community solar to communities and individuals who can most benefit from a more inclusive energy system. By managing the customer experience for solar farm owners, Perch is able to bring electricity bill savings to the masses, from renters and homeowners to businesses, institutions, municipalities and more by connecting them to community solar projects in their area. Perch isn’t just a for-profit company, we’re a for-purpose company—accelerating the shift to renewables nationwide. Everyone deserves to benefit from clean energy. Everyone has a place on this Perch!

What we’re looking for:

The Perch Energy Technology team, a joint venture with Arcadia Power, is looking for a Senior IT Support Technician. You will provide comprehensive technical support, ensuring the smooth operation of end-user devices and the timely resolution of technical issues. You will collaborate with cross-functional teams, leverage Jira Service Desk for efficient ticket management, and contribute to the continuous improvement of our IT support services. This position requires working in a shift-based schedule to provide 24x5 support to our global users.

Responsibilities:

• Provide technical support for MAC and Windows operating systems, troubleshooting hardware and software issues, and ensuring optimal performance of end-user devices
• Utilize Jira for efficient ticket management, ensuring timely handling of user requests and incidents
• Collaborate with cross-functional teams to address user needs and deliver effective technical support using Jira
• Resolve complex technical issues escalated by the support team, ensuring timely resolution and customer satisfaction
• Assist in the development and maintenance of IT support processes, procedures, and documentation to ensure consistent and efficient service delivery
• Monitor and analyze support metrics to identify areas for improvement and implement corrective actions
• Stay updated with the latest technology trends and advancements in IT support to enhance knowledge and contribute to continuous learning within the team
• Collaborate with other IT teams to implement and maintain global IT infrastructure, systems, and applications
• Provide guidance, coaching, and support to junior IT support technicians, fostering their professional growth and development

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum of 5 years of experience in IT support, with a proven track record of providing exceptional technical assistance
• Proficiency in supporting MAC and Windows operating systems
• Experience managing IT support staff in a fast-paced environment
• Experience working in a shift-based environment, providing global IT support
• Strong knowledge of IT support principles, best practices, and methodologies
• Familiarity with Jira Service Desk or similar ticketing systems for efficient ticket management and user support
• Excellent communication and interpersonal skills, enabling effective collaboration with cross-functional teams and stakeholders
• Strong problem-solving and decision-making abilities, with a keen attention to detail
• Ability to thrive in a fast-paced work environment and manage multiple priorities effectively

Benefits:

• Competitive compensation based on market standards
• We are working on a hybrid model with remote first policy
• Apart from Fixed Base Salary potential candidates are eligible for following benefits
  • Flexible Leave Policy
  • Office is located in the heart of the city in case you need to step in for any purpose
  • Medical Insurance (1+5 Family Members)
  • Flexible Benefit Plan
  • Awards and Bonus
  • Annual performance cycle
  • Quarterly engagement activities

• A supportive engineering culture that values diversity, empathy, teamwork, trust, and efficiency

Eliminating carbon footprints, eliminating carbon copies.

Here at Perch, we cultivate diversity, celebrate individuality, and believe unique perspectives are key to our collective success in creating a clean energy future. Perch is committed to equal employment opportunities regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, protected veteran status, or any status protected by applicable federal, state, or local law. While we are currently unable to consider candidates who will require visa sponsorship, we welcome applications from all qualified candidates eligible to work in India.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request