IT Support Representative

Job description

The IT Support Representative is an integral member of the IT Support team reporting to the Manager, IT Support.

This individual will do their part in supporting Assent in both a proactive and reactive capacity, providing world class service and support to the full Assent Team irrespective of location.

This role provides technology support to employees, triages technical requests and troubleshoots technology puzzles, creates knowledge base articles and other documentation, and reports issue resolution back to the affected stakeholder.

We’re looking for someone who is very thorough, professional, personable, service-oriented, and organized.

Key Requirements & Responsibilities 

• Configure and setup technology systems for Assent team members

• Create and ensure timely decommissioning of accounts for new hires and team members leaving Assent in conjunction with Employee Experience

• Manage and monitor systems accounts and the review of such accounts as set out in the Account Review and System Monitoring policy

• Provide IT system and hardware support to Assent Inc.
  
  stakeholders

• Support specific cloud systems used by the corporation

• Place orders and receive IT equipment shipments, making deliveries to/from the Assent office as needed

• Maintain asset inventory and software licensing

• Manage user accounts

• Manage and troubleshoot office network

• Monitor specific processes and reporting status

• Provision and de-provision the office access for users

• Triage and escalate technological request/puzzles outside of the scope of responsibility to their appropriate stakeholders

• Understanding of ethical business practices, sensitivity to confidential matters, and behaving in a manner that aligns with Assent’s organizational values

• Ability and willingness to work on-site at George Town (Penang) office regularly

• Be familiar with corporate security policies and follow the guidance set out by processes and procedures of Assent

This is not an exhaustive list of duties.

Responsibilities may be altered and/or added from time to time to meet business needs.

We strongly value your talent, energy and passion.

It will also be valuable to Assent if you have the following qualifications:

• 5+ years of demonstrated experience supporting Windows and macOS operating systems

• Proficiency in the use of Google Workspace

• Experience supporting both local and remote users

• Experience with network troubleshooting

• Strong oral and written communication skills in English - you communicate clearly, concisely, and with tact

• Passion for providing high quality service and support

• Superb interpersonal skills - you are a team player and have superior interpersonal skills- you are able to establish cross-functional relationships in a collaborative, team-based environment with a diverse group of stakeholders

• You are diligent and detail-oriented- you pay high attention to detail and you double-check everything

• You are highly adaptable and flexible- you thrive in a fast-paced, ever-changing environment

• You have a strong work ethic - you are self-motivated and dedicated to finding a solution

• You are a critical thinker and will always work towards providing solutions.

• Ability to work independently to problem solve and seek out efficiencies and improvements

• Sound judgment and decision-making abilities

• Well-organized and able to work under deadlines and multiple projects

• You anticipate, understand, and respond to the needs of others and are always thinking about how you can best support them

• You are energized by solving challenging technology related puzzles

• You are naturally curious about technology or how things work

• Focused on the big picture –not just the user impact

• Have strong organizational and planning skills

• You are proactive about communication

Reasonable Accommodations Statement: To perform this job successfully, an individual must be able to perform the aforementioned duties and responsibilities satisfactorily.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these essential functions.

Assent is an equal opportunity employer.

We celebrate diversity and are committed to creating an inclusive environment for all employees.

At Assent, we are uniquely positioned to make meaningful, impactful changes in the world around us.

If you believe in doing work that matters, we want you to join our team.

Life at Assent

Wellness: We believe that you and your family’s well being is important.

As a result, we offer vacation time that increases with tenure, comprehensive benefits packages (details vary by country), life leave days and more.

Financial Benefits: It’s not all about the money – well, it’s a little about the money.

We understand that financial health is important and we offer a competitive base salary, a corporate bonus program, retirement savings options and more.

Life at Assent: There is purpose beyond your work.

We provide our team members with flexible work options, volunteer days and opportunities to get involved in corporate giving initiatives.

Lifelong Learning: At Assent, curiosity is not only valued but encouraged.

You will receive professional development days that are available to you the day you start.

At Assent, we are committed to growing and sustaining an environment where our team members feel included, valued, and heard.

Our diversity and equal opportunity practices are guided and championed by our Diversity and Inclusion Working Group and our Employee Resource Groups (ERGs).

Our commitment to diversity, equity and inclusion includes recruiting and retaining team members from diverse backgrounds and experiences, and fostering a culture of belonging where all team members are included, treated with dignity and respect, promoted on their merits, and placed in positions to contribute to business success.

If you require assistance or accommodation throughout any part of the interview and selection process, please contact talent@assent.com and we will be happy to help.  

At Assent, we are committed to growing and sustaining an environment where our team members feel included, valued, and heard.

Our diversity and equal opportunity practices are guided and championed by our Diversity and Inclusion Working Group and our Employee Resource Groups (ERGs).

Our commitment to diversity, equity and inclusion includes recruiting and retaining team members from diverse backgrounds and experiences, and fostering a culture of belonging where all team members are included, treated with dignity and respect, promoted on their merits, and placed in positions to contribute to business success.

If you require assistance or accommodation throughout any part of the interview and selection process, please contact talent@assent.com and we will be happy to help.  

Required Skill Profession

Computer Occupations