Technology Success Advocate

IN DEMAND Recruitment & Consulting Inc. is currently assisting a client in their search for a TECHNOLOGY SUCCESS ADVOCATE in Ladysmith, BC.

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

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
• 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
  • Share Point
  • One Drive
  • 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
  • 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 work forces

Why is This a Great Opportunity!

• Support a large,…