Technology Support and Training Associate

LAGOS • Philadelphia, PA

1d

About The Position

The Technology Support & Training role delivers high-touch, white-glove end-user support, application guidance, and training to ensure employees can effectively use technology in their day-to-day work. This role combines hands-on technical support with user enablement, emphasizing exceptional service, clear communication, and strong interpersonal engagement. In addition to resolving technical issues, this role is responsible for building user confidence through training, coaching, and proactive support. By reducing recurring issues, improving documentation, and delivering effective training experiences, this role enhances productivity, user satisfaction, and overall technology adoption across the organization.

Requirements

• 2–4 years of experience in end-user or desktop technical support
• Strong working knowledge of Microsoft 365 applications, particularly Outlook and Teams
• Excellent communication skills, with the ability to explain technical concepts to non-technical users
• Strong interpersonal skills and a professional, service-oriented approach to user support
• Experience supporting Windows and macOS environments
• Familiarity with ticketing systems and structured support workflows
• Strong problem-solving skills with the ability to diagnose and resolve technical issues efficiently
• Strong attention to detail
• Demonstrated ability to learn new systems and technologies quickly
• Experience supporting ERP systems (NetSuite preferred)
• Exposure to retail or point-of-sale systems
• Familiarity with basic networking concepts
• Experience contributing to documentation, training, or process improvement initiatives
• Proven ability or strong aptitude for training, coaching, or teaching others effectively

Responsibilities

• Serve as a primary point of contact for employee technology support, providing in-person and remote assistance
• Troubleshoot hardware, software, peripheral, and network issues across Windows and macOS environments
• Diagnose and resolve issues efficiently while communicating clearly with users of varying technical proficiency
• Prioritize and manage support requests based on urgency, impact, and established service levels
• Build strong, trust-based relationships with users through professionalism, responsiveness, and a service-oriented mindset
• Support Microsoft 365 applications including Outlook, Teams, Word, Excel, PowerPoint, and OneDrive
• Assist users with collaboration tools, file management, permissions, and workflow optimization
• Guide users on best practices to improve efficiency and effective use of technology
• Provide real-time coaching during support interactions to build user capability
• Create and maintain internal documentation, including how-to guides, FAQs, and training materials
• Support onboarding and deliver training sessions on core systems and tools (e.g., Microsoft 365, NetSuite, POS, AI tools) to individuals and groups with varying levels of experience
• Identify knowledge gaps and recommend training or documentation improvements
• Manage, triage, and route support requests through the ticketing system, ensuring accurate tracking and timely resolution
• Communicate clearly on ticket status, timelines, and outcomes
• Analyze support trends and recurring issues to recommend and implement process improvements
• Contribute to the standardization and optimization of support workflows
• Develop working knowledge of business systems, including NetSuite and retail technologies
• Support system implementations, upgrades, and internal technology initiatives
• Identify inefficiencies and contribute to scalable process and workflow improvements

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed