IT Support Representative

Assent.com

Office

George Town, Penang, Malaysia

Full Time

Company Description

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.

Join our Talent Community to stay in touch and learn more!

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.

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 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.

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

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.