Infrastructure & Support Lead

8 hours ago

Vancouver BC VB J, Canada Vessi Footwear Full time

Technology Infrastructure & Support Lead

Salary: $75,000 to $95,000 (Determined by level of experience)

Overview

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.

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.

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.

What You'll Do:

  • Provide leadership and mentorship for direct reports
  • Implement best practices, governance, and maturation of support operations
  • Lead operational technical support for HQ, retail and provide MSP oversight
  • Own the ticketing system, report and manage metrics for KPI tracking
  • Be the face of support for the organization
  • Plan, implement and maintain network infrastructure (Cisco Meraki & AnyConnect, Verakada, Solink)
  • Plan, implement and maintain Microsoft Entra, group based & certificate based security, related licensing and tools (Entra ID, Microsoft tools licensing, SSO, InTune MDM)
  • Install, troubleshoot and configure hardware and software
  • Select and purchase hardware and software solutions
  • Ensure asset management inventory of IT equipment and systems is kept up to date
  • Develop and maintain a list of approved software, including evaluation and selection of new tools
  • Support and track licensing for business productivity applications
  • Coordinate projects (rollouts, etc)
  • Monitor and implement cybersecurity
  • Create and maintain a knowledge base for IT support processes and for the business
  • Explore AI agentic capabilities for IT support cases
  • Provide user training
  • Onboard and offboard users

Tech and Software Stacks

  • Hardware/Infrastructure: Cisco Meraki, Windows and Apple laptops, Apple devices, Shopify hardware, penetration testing, patch management, and more.
  • Software: Atera, Jira, Google Workspace, Microsoft Entra, MS365, InTune, ClickUp, Shopify, Slack, Adobe, RMM, cybersecurity tools, and more.

What We're Looking For:

  • 5+ years progressive experience in technical infrastructure and support
  • A degree or diploma in technology (or equivalent)
  • Expert understanding of technical infrastructure and support methodology (ITIL certification an asset)
  • Leadership experience, preferably in a technical capacity
  • Solid cybersecurity experience, including running pen tests and conducting license audits
  • Experience with Cisco Meraki, Google Workspace, surveillance camera administration, Shopify (or other POS), Microsoft Entra, InTune MDM, Apple administration and cert based enrollment
  • Project management or coordination experience
  • A passion for problem solving and issue resolution
  • Strong focus on root cause resolution, accountability and ownership
  • Ability to solve technical issues in an efficient, professional manner and mentor others on the same
  • Previous experience in hybrid work environments

It's a Bonus If You Have:

  • Experience working for a startup
  • ITIL certification
  • Experience providing support in a fashion retail environment
  • An understanding of PCI compliance
  • Experience in a hybrid work environment

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