IT Support Representative

Company Description

Summary

Assent is the leading solution for supply chain sustainability tailored for the world’s top-tier, sustainability-driven manufacturers. Hidden risks riddle supply chains, many of which weren't built with sustainability in mind. That's where we step in. With insights from experts, Assent is the tool manufacturers trust for comprehensive sustainability.

We are proud to announce that Assent has crossed the US$100M ARR milestone, granting us Centaur Status. This accomplishment, reached just 8 years following our Series A, makes us the first and only Certified B Corporation in North America's SaaS sustainability industry to celebrate this milestone.

Our journey from $5 million to US$100M ARR in just eight years has been marked by significant growth and achievements. With our $350 million US funding led by Vista Equity Partners, we're poised for even greater expansion and are on the lookout for outstanding team members to join our mission.

Hybrid Work Model

At Assent, we proudly embrace a remote-first work model, valuing the flexibility and autonomy it provides our team. We also acknowledge the intangible benefits of occasional in-person workdays. For team members situated within 50 kms/31 miles of our five global offices in Ottawa, Eldoret, Penang, Columbus, and Amsterdam, you can expect to come into the office one day a week. Similarly, those near our co-working spaces in Nairobi and Toronto are encouraged to work onsite once a month.

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, troubleshoots technology puzzles, creates knowledge base articles and other documentation, and reports issue resolution back to the affected stakeholder. Participate in the IT team's daily tasks, from IT office maintenance, IT storage facilities stocking and organizing, helping with computer setups, hardware shipping & receiving, and more. We’re looking for someone who is very thorough, professional, personable, service-oriented, and organized. 

Key Requirements & Responsibilities

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

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

• Configure and setup technology systems for Assent team members

• Maintain asset inventory 

• Manage and troubleshoot office workstations and meeting rooms

• Support specific cloud systems used by the corporation

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

• Maintain software licensing and manage user accounts

• Monitor specific processes and reporting status

• Provision and deprovision the office access for users

• Act as an escalation point for team members in Kenya and Malaysia

• Work closely with all Assentees across the regions we operate in

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

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

Qualifications

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 have GRIT - Grinding dedication, Real perseverance, Irrational & Tireless passion.

• 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 and set priorities

• 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.

• You are proactive about communicating.

Additional Information

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

• Life at Assent: There is purpose beyond your work. We provide our team members with volunteer days, flexible work options and opportunities to get involved in corporate giving initiatives.

• Work The Way That Works for You: Your work and life should be balanced in a way that is purposeful for you. We offer flexible working environments for our team. Choose a space that meets your unique needs.

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 [email protected] and we will be happy to help.