IN DEMAND Recruitment & Consulting Inc. is currently assisting a client in their search for a TECHNOLOGY SUCCESS ADVOCATE in Ladysmith, BC.
Overview
We are seeking a Technology Success Advocate who combines strong technical expertise with a customer-first mindset to deliver exceptional support, solve complex issues, and help drive a seamless user experience across the organization. This person will support more than 3, employees across + locations, ensuring the technology environment enables teams to perform at their best every day.
This role is ideal for a hands-on technology professional who thrives in a fast-paced environment, enjoys solving problems, and takes pride in delivering outstanding service while continuously learning and adapting to new technologies.
Full-Time | Permanent | On-Site
Location: Ladysmith, BC
Schedule : Mon-Fri, Reg business hours, % in office. Occasional evenings and weekends.
Willingness to travel approximately 10%–20% as needed.
Compensation: $60,-$70,/year (open to hearing from those outside of this range)
Reports To: Technology Success Manager
What You’ll Do:
End-User Support & Service Delivery
- Deliver exceptional customer service through in-person, phone, chat, and email support channels
- Respond to, manage, and resolve support requests while meeting established service level agreements (SLAs)
- Utilize Freshdesk to monitor, assign, prioritize, and document support tickets
- Troubleshoot and resolve hardware, software, network, printing, and mobile device issues
- Provide remote and desktop-level support to users across multiple locations
- Assist with onboarding activities for new employees and technology setup
Systems & Technology Support
- Install, configure, and maintain computers, peripherals, printers, and mobile devices
- Investigate, diagnose, and resolve technical issues across Windows and macOS environments
- Support Microsoft applications and services, including: Microsoft Teams SharePoint OneDrive Microsoft Office Suite Teams Phone / PBX solutions
- Assign users and devices to appropriate Microsoft Entra groups and validate access requirements
- Assist with software deployment, updates, operating system migrations, and endpoint management activities
Knowledge Management & Process Improvement
- Contribute to the development and maintenance of technology service desk policies and procedures
- Create and update knowledge base documentation for both technical teams and end users
- Identify recurring issues and recommend improvements to support processes and user experience
Asset & Inventory Management
- Manage technology assets throughout their lifecycle
- Maintain accurate software and hardware inventories
- Monitor equipment stock levels and coordinate replenishment as needed
What We’re Looking For:
- Undergraduate degree in Computer Science, Information Technology, or a related field
- 5+ years of experience in a technical support, help desk, desktop support, or field support role
- Demonstrated ability to independently troubleshoot and resolve complex technical issues
- Strong customer service orientation with a commitment to delivering a positive user experience
- Excellent written and verbal communication skills with the ability to explain technical concepts clearly to non-technical audiences
- Proven ability to manage competing priorities and maintain a high level of responsiveness
Technical Expertise
- Experience supporting: Microsoft Entra ID Windows 10 and Windows 11 PC and Mac hardware Printers and peripherals Mobile devices Remote access technologies System imaging and deployment Virus and malware remediation
- Strong proficiency with: Microsoft Google Workspace Adobe applications Okta Zoom
- Experience working with ticketing platforms (Freshdesk preferred)
- Familiarity with operating system migrations and automated software deployment processes
- Strong understanding of: Networking fundamentals Wireless technologies Server environments Telecommunications systems Security best practices and principles
Preferred Qualifications
- Technical certifications such as MCP, MCSE, ITIL, CompTIA A+, or equivalent
- Fluency in written and spoken Latin American Spanish
- Experience supporting geographically distributed workforces
Why is This a Great Opportunity!
- Support a large, diverse user base across a nationwide organization
- Work with modern technologies including Microsoft , Azure Entra, SharePoint, Teams, and endpoint management tools
- Play a visible role in employee productivity and operational success
- Gain exposure to a broad range of technologies, systems, and support challenges
- Join a collaborative technology team that values customer service, continuous improvement, and professional growth
