Infrastructure & Support Lead

Job Description

<h3>Job Description</h3><p>Job Description<p><p><strong>Technology Infrastructure & Support Lead</strong></p><p><strong>Salary: $75,000 to $95,000 (Determined by level of experience)</strong><strong></strong></p><p><strong>Overview</strong><strong></strong></p><p>We’re looking for an Infrastructure & Support Lead to join our Vancouver HQ! Reporting to the Director, Technology, this role will work cross-functionally with all departments and gain real-world experience by leading Vessi’s technical infrastructure and support functions.</p><p>You will be responsible for supporting several day-to-day operational technologies, including ensuring efficient and effective operational support is provided, cybersecurity is prioritized and delivering infrastructure projects, while contributing as a leading voice in Vessi’s IT hardware and software roadmap.</p><p>This is an exciting opportunity for a natural problem solver and hands-on lead who thrives creating scalable and sustainable support systems, ticket and project coordination, loves hands-on technology work and enjoys providing mentorship and coaching. </p><p></p><p><strong>What You’ll Do:</strong><strong></strong></p><ul><li> Provide leadership and mentorship for direct reports</li><li> Implement best practices, governance, and maturation of support operations</li><li> Lead operational technical support for HQ, retail and provide MSP oversight</li><li> Own the ticketing system, report and manage metrics for KPI tracking</li><li> Be the face of support for the organization</li><li> Plan, implement and maintain network infrastructure (Cisco Meraki & AnyConnect, Verakada, Solink)</li><li> Plan, implement and maintain Microsoft Entra, group based & certificate based security, related licensing and tools (Entra ID, Microsoft tools licensing, SSO, InTune MDM)</li><li> Install, troubleshoot and configure hardware and software</li><li> Select and purchase hardware and software solutions</li><li> Ensure asset management inventory of IT equipment and systems is kept up to date</li><li> Develop and maintain a list of approved software, including evaluation and selection of new tools</li><li> Support and track licensing for business productivity applications</li><li> Coordinate projects (rollouts, etc)</li><li> Monitor and implement cybersecurity </li><li> Create and maintain a knowledge base for IT support processes and for the business</li><li> Explore AI agentic capabilities for IT support cases</li><li> Provide user training</li><li> Onboard and offboard users</li></ul><p></p><p><strong>Tech and Software Stacks</strong><strong></strong></p><ul><li><span >Hardware/Infrastructure:</span> Cisco Meraki, Windows and Apple laptops, Apple devices, Shopify hardware, penetration testing, patch management, and more.</li><li> Software: Atera, Jira, Google Workspace, Microsoft Entra, MS365, InTune, ClickUp, Shopify, Slack, Adobe, RMM, cybersecurity tools, and more.</li></ul><p></p><p><strong>What We’re Looking For:</strong><strong></strong></p><ul><li> 5+ years progressive experience in technical infrastructure and support</li><li> A degree or diploma in technology (or equivalent)</li><li> Expert understanding of technical infrastructure and support methodology (ITIL certification an asset)</li><li> Leadership experience, preferably in a technical capacity </li><li> Solid cybersecurity experience, including running pen tests and conducting license audits</li><li> Experience with Cisco Meraki, Google Workspace, surveillance camera administration, Shopify (or other POS), Microsoft Entra, InTune MDM, Apple administration and cert based enrollment</li><li> Project management or coordination experience</li><li> A passion for problem solving and issue resolution</li><li> Strong focus on root cause resolution, accountability and ownership</li><li> Ability to solve technical issues in an efficient, professional manner and mentor others on the same</li><li> Previous experience in hybrid work environments</li></ul><p></p><p><strong>It’s a Bonus If You Have:</strong><strong></strong></p><ul><li> Experience working for a startup</li><li> ITIL certification</li><li> Experience providing support in a fashion retail environment</li><li> An understanding of PCI compliance </li><li>Experience in a hybrid work environment</li></ul><p></p></p></p>