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 3,000 employees across 170+ 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, 100% in office. Occasional evenings and weekends. Willingness to travel approximately 10%–20% as needed. Compensation: $60,000-$70,000/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 365 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 365 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