It Support And Systems Administrator

Description:

we are hiring an IT Support and Systems Administrator to play a key role in the stability, security, and performance of Genuine Comfort’s IT environment. In this newly created role, you will ensure reliable day-to-day access, usability, and security across core business systems. You will provide hands-on technical support to employees, administer cloud-based platforms, and support database operations so that data remains accurate, secure, and readily available.

You will take ownership of system configuration, user access, and security administration across the organization, helping to establish consistency, resilience, and strong governance practices. In addition, you will develop and deliver training on IT processes and procedures to support adoption, compliance, and continuous improvement. As a trusted subject-matter expert, you will partner with teams across the business to support IT projects and contribute to ongoing system enhancements that improve how people work every day.

This is a full-time position, working four days per week on-site in our Markham, Ontario office and one day remotely.

What’s in it for you

Ownership. You want a high-impact position with a broad scope and influence. This is the only dedicated IT role in the business, blending technical support, systems administration, security, and foundational data support. You will play a key role in moving the organization from ad hoc support to structured, documented, and scalable IT practices.

Growth and exposure. You want to deepen your skills in data and analytics. While core priorities focus on systems, security, and support, you will be supported in learning and expanding into data, reporting, and analytics over time. You will own and continuously improve the ticketing environment, workflows, knowledge base, and training content, increasing visibility across the organization and working closely with stakeholders at all levels.

A supportive growth culture. Joining us at a time of growth offers the opportunity to increase your exposure and accelerate your career. You will be part of a collaborative team that operates with initiative to drive the business forward. As part of our core value: “We are actively looking for opportunities to improve the effectiveness of our roles and take proactive action on them. We don’t ask for permission; we ask for vision (the why) and the guardrails to operate in.”

What you will do:

Administer core business applications. You will own administration across a cloud-first environment, including ERP systems, SaaS platforms, Microsoft 365, cloud storage, endpoint security, and identity management. You will manage user access, credentials, MFA, and security configurations across business systems, oversee onboarding and offboarding, monitor integrations, and coordinate issue resolution with vendors and internal teams. You will support system maintenance and upgrades while ensuring security and compliance standards are met.
Deliver technical support. You will provide hands-on support for hardware, software, access, and connectivity issues while building consistent, reliable service delivery practices. You will implement and continuously improve a formal ticketing system, moving the organization from informal support to a structured, measurable service model. You will communicate clearly with stakeholders, manage escalations, and help maintain a high level of user satisfaction, while contributing to vendor selection and management.
Operate and safeguard business data. You will support day-to-day database operations, including monitoring scheduled jobs, validating data feeds, and performing backups and integrity checks. You will work with internal teams to extract and load data into SQL tables and enable reporting and analytics initiatives, including Power BI. You will contribute to data accuracy, reliability, and documentation.
Build documentation and enable self-service. You will create and maintain SOPs, knowledge base articles, and practical “how-to” guides that enable users to resolve common issues independently. A key focus of this role is reducing reactive support through documentation, standardization, and repeatable processes. You will analyze recurring issues and recommend improvements to strengthen long-term support outcomes.
Manage endpoints and IT assets. You will oversee the full lifecycle of endpoints, including configuration, deployment, tracking, and retirement. You will maintain accurate asset inventories, ensure devices meet security standards, troubleshoot hardware issues, and coordinate vendor support when needed.

What you bring:

The experience. You bring experience in software development, integrations, APIs, or working with ERP vendors and external IT service providers. You take a customer-first approach and enjoy helping users work confidently with technology. You communicate clearly and patiently with non-technical users and create documentation, SOPs, and user guides that support adoption and self-service. Experience supporting multi-site environments across Canada and the U.S. and working within an ITSM or ticketing platform would be an asset. You are comfortable owning issues end-to-end and identifying opportunities to improve processes and service delivery.
The technical skills. You have experience administering cloud-based and SaaS environments and acting as the primary administrator for core business systems. Your background includes end-user support across hardware, software, access, and connectivity, along with identity and access management, MFA, and endpoint security. You are comfortable managing credentials, permissions, and system stability in a cloud-first environment. Exposure to SQL, database operations, or reporting tools such as Power BI is an asset, as is familiarity with scripting or automation tools such as Python or PowerShell.
Communication and collaboration. You have strong written and verbal communication skills and can translate technical concepts for non-technical audiences with patience and empathy. You build trust through clarity, reliability, and accountability and handle escalations with professionalism.
Adaptability and resilience. You thrive in environments with ambiguity and changing priorities. You are comfortable being the sole in-house IT resource and continuously improving how technology supports the business.