Technology Success Advocate, Ladysmith

Role Technology Success Advocate

Location TBD Central (CST) or West Coast (PST) timezone

Overview Reporting to the Technology Success Manager, the Technology Success Advocate provides outstanding customer service to all end-users, has excellent interpersonal and communication skills, a deep but ever-evolving technical knowledge, a positive attitude, a sense of urgency, and is collaborative, resourceful, punctual, and professional.

The company's Office of Technology works to ensure proper computer and mobile device operation in support of essential business tasks for approximately 3,000+ users across 170+ office locations. This includes actively resolving requests promptly, helping to maintain all applicable software applications and hardware, while continuing ongoing learning of new technology. Problem resolution will involve the use of diagnostic and service management tracking tools and providing in-person/remote, hands-on help at the desktop level, phone support, and chat/email support.

Success Defined

Provide exceptional customer service support in person, on the phone or through chat/email

Utilize helpdesk platform (Freshdesk) to monitor, assign, and respond to helpdesk tickets while meeting SLAs

Install and configure computer hardware, software, and printers

Investigate, diagnose and resolve computer software and hardware issues

Assist with onboarding of new users

Assign users and computers to proper groups in Azure Entra and assess access requirements

Managing stock of equipment and other supplies

Support use of the Microsoft 365 Platform

SharePoint / OneDrive use

Teams / PBX use

Office Suite use

Help maintain Technology service desk policies and procedures

Develop and maintain Knowledgebase articles for Technology group and end-users

Manage Technology assets and maintain software / hardware inventory

Qualifications

Undergraduate degree in Computer Science, Information Technology, or a similar field

5 or more years experience in similar role or supporting the Field

Extensive knowledge of Microsoft Entra, Windows 10/11, PC and Mac hardware, printing, peripherals, mobile devices, remote access, systems imaging, virus/malware removal, and productivity applications (Office 365, Google Apps, Adobe, Okta, Zoom, etc.)

Working knowledge of ticketing platforms (Freshdesk preferred), operating systems migrations, automated deployment of software packages and updates

Strong working knowledge of networking, wireless, servers, telecom and security principles

Excellent interpersonal skills and command of written/spoken English, with the ability to communicate complex information easily and tactfully to a variety of audiences

Ability to work independently and take initiative; demonstrated ability to identify and troubleshoot complex problems and see them through to a resolution

Professional and service-oriented demeanor; must be able to work cooperatively with users and external partners

Excellent attendance and punctuality

Available to work on occasional evenings and weekends, as needed

Technical certifications a plus (e.g. MCP, MCSE, ITIL, A+, etc.)

Fluency in written and spoken Latin American Spanish a plus

10% - 20% travel as needed

Why Is This a Great Opportunity Excellent company privately held by same family for almost 100 years, The company is expanding rapidly with over 80 acquisitions in the last 5 years, Leader in their industry.

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