IT Manager

The IT Manager will be responsible for handling desktop and IT support requests from fellow Knix team members, both in the stores and out of head office, getting systems ready for new hires, and installing and updating software, ensuring that systems are kept secure and up-to-date with the latest patches. Reporting to the Director, Technology, this position will lend their expertise towards the vetting and selection of IT applications within the realms of cyber-security, desktop applications, and digital storage. This position will occasionally assist in the the set up of new retail stores, coordinating with ISPs, hardware vendors, and third party IT installers to set up the technology and internet connectivity in new locations. This position will work closely with all departments, keeping fellow Knix staff informed of security best practices, and helping Knix maintain a high level of productivity.

NOTE: This position will be required to be in the office 5 days per week. Our brand new headquarters are located at 179 Queen Street West (Queen and John St).

About You

– You stay up to date on emerging technologies and are well versed in both Windows and Mac operating systems.

– You are a motivated self-starter, you are eager and enthusiastic in learning and incorporating best practices as they continue to evolve.

– You are comfortable in troubleshooting technical issues, no matter the hardware or software environment.

–  You are methodical and thorough, with a meticulous attention to detail.

– You are an effective communicator and have a high level of tact and diplomacy.

– You are curious and constantly asking how you can make something better.

The Opportunity

– Provide IT desktop support for local and remote staff, that consist of both WIndows and Mac OS.

– Administer workstations, servers, networks and backup storage devices.

– Troubleshooting a variety of VPN clients, firewalls, wireless access points, and managed switches as well as a basic understanding of subnetting.

– Install, upgrade and troubleshoot software applications.

– Build and maintain automated patching processes for local and remote hardware.

– Coordinate with the store development team on determining hardware and internet access needs for new locations.

– Work with internet service providers and third party installers to ensure installation of primary and secondary internet access for new locations, as well as ordering and installation of required hardware (i.e. Routers, Switches, desktop systems and tablets.

– Procurement and set up of computers for new hires.

– Implementation and monitoring of security best practices, as defined by SOC 2.

– Maintenance of HQ hardware and software.

– Maintenance of users, user groups, software profiles, and access permissions, ensuring that strict and effective access controls are in place.

Qualifications

– 3+ years working in information technology, with at least 1 year being in desktop support and a role with increasing responsibilities.

– Experience in providing desktop support in a combined Mac/WIndows environment

– Expert level knowledge of Mac and Windows operating systems. 

– Experience implementing SOC 2 compliance in a medium to large organisation. 

– Experienced knowledge of firewalls, switches, Server hardware.

– Can handle most hardware and software issues and enjoys working with end users.

– Vendor and Network related certificates an asset.

– Strong computer skills in G Suite, MS Office and other software applications.

– Ability to adapt in a high pressure and high production environment while managing competing priorities with minimal supervision.

– Excellent written and verbal communication skills.

– Strong problem-solving, analytical, technical and troubleshooting skills.

– A sense of urgency, good attention to detail, excellent organizational and analytical skills, pragmatic, eager to learn.

– Strong preference given to experience within a retail startup.

– Experience with Shopify is an asset.

– Experience supporting new retail stores with tech setup and support is an asset