IT SUPPORT & SYSTEMS ADMINISTRATOR – CANADA
JOB DESCRIPTION
Responsible for providing remote and in-person desktop support, serving as the primary IT point of contact for Plum, and supporting Simon Group Holdings (SGH) technology initiatives as needed. This role is responsible for helping ensure that Plum’s IT operations and the employee’s work follow SGH policies, procedures, security requirements, and support standards.
Responsibilities and Technical Skills:
- Provide remote and in-person support for computers, monitors, printers, mobile devices, conferencing equipment, software, and other end-user technology.
- Troubleshoot and resolve hardware, software, operating system, access, connectivity, and network issues.
- Install, configure, maintain, patch, and replace end-user hardware and software in accordance with SGH standards.
- Manage incidents and service requests through the approved IT service-management process and maintain accurate documentation.
- Support user onboarding, offboarding, equipment changes, access requests, and technology refresh activities.
- Serve as the primary IT point of contact for Plum and coordinate Plum’s IT requests, incidents, vendors, and escalations.
- Help ensure Plum’s IT operations, user access, equipment, vendors, and support practices follow SGH policies, procedures, security requirements, and approved standards.
- Follow SGH policies and procedures and identify and escalate policy, security, access, or process exceptions.
- Maintain current documentation for Plum users, equipment, applications, vendors, recurring issues, and support procedures.
- Support additional SGH initiatives as needed, including technology rollouts, office moves, application deployments, audits, security improvements, and process standardization.
- Collaborate with infrastructure, applications, cybersecurity, service desk, and business teams on projects and operational priorities.
- Manage or assist with user accounts, permissions, endpoint configuration, device compliance, and security controls within approved responsibilities.
- Document system configurations, procedures, changes, incidents, and resolutions.
Required education and experience:
- 2-4 years of proven experience in desktop support, service desk, systems administration, field support, or a similar role.
- Experience providing both remote and hands-on support to end users.
- Experience supporting Microsoft Windows, Microsoft 365, user accounts, access requests, hardware, and common business applications.
- Experience with ticketing, service requests, incident escalation, and technical documentation.
- Excellent problem-solving, communication, organization, and customer-service skills.
- Ability to work independently and as part of a team.
- Ability to follow IT policies, security requirements, access controls, and standard procedures.
- Ability to travel locally or regionally in Canada when in-person support is required.
Preferred education and experience:
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Experience serving as the primary IT contact for a business unit, subsidiary, partner, or vendor-supported environment.
- Experience with Microsoft Entra ID, Intune, Microsoft Defender, Microsoft Azure, or another endpoint-management platform.
- Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications.
- Experience with scripting and automation, including PowerShell.
- Experience supporting ERP, ETRM, financial, logistics, or other business-critical applications.
- Knowledge of cybersecurity best practices, asset management, and policy compliance.
- French-language capability is an asset where required by the assigned location or stakeholder group.
Work environment
- Office and remote environment.
Physical demands
- Long hours sitting at a desk while working on computers.
- Ability to lift and move typical IT equipment.
- Ability to hear and differentiate sounds, which is important for troubleshooting and interacting with team members.
- On-call duties may be required for emergencies, critical incidents, or planned system maintenance outside of regular working hours.
Travel required
- Supporting Plum and other SGH office locations in person or virtually.
- Local or regional travel in Canada may be required.
OTHER DUTIES
Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities and activities may change at any time with or without notice.
