IT Support & Infrastructure Specialist

Goodness Me! Natural Food Market•Burlington, ON

7d•CA$65,000 - CA$75,000•Hybrid

About The Position

Goodness Me! Natural Food Market is seeking an experienced IT Support & Infrastructure Specialist to champion the mission and vision of the Digital Support and Services (IT) Team. This role supports and maintains business-critical IT infrastructure systems, controls, and monitoring, impacting retail operations. The specialist will be the go-to expert for IT support, troubleshooting, and problem-solving for seamless in-person and remote retail operations. Responsibilities include responding to internal IT requests and alerts, and overseeing technology-related projects from inception to completion with a focus on quality.

Requirements

Completed a post-secondary diploma or degree in Information Technology or equivalent experience
3+ years of experience leading IT support, infrastructure management, or a similar lead technical role, ideally in a retail or fast-paced environment
3+ years of Hands-on experience with cloud platforms (e.g., MS Azure) and a strong understanding of Office 365 applications and services
3+ years working experience with MS Active Directory, Entra-ID, MS Exchange and DNS technologies
Proven track record managing IT infrastructure, including network devices (routers, switches), servers, virtual computing, firewalls, and VPN configurations
Experience with deploying retail POS systems, such as scanners, scales, printers, payment devices, surveillance cameras and NVR’s.
Working knowledge of critical business processes and supporting systems for inventory, ordering, and label management
Experience with Service Desk and Incident Management systems/ticketing systems
Experience deploying & managing RMM and EDR platforms
Experience with endpoint management systems (inTune, autopilot, endpoint manager)
Comfortable with on-call and after-hours support to meet business needs and ensure minimal downtime.
Strong technical troubleshooting & cloud computing implementation skills
Proficient in managing network devices, including switches, routers, firewalls, VLANs, VPNs, and SD-WAN configurations.
Knowledge of security practices, including patch management, threat monitoring, and vulnerability assessments to ensure systems remain secure
Ability to plan, coordinate, and execute IT projects, such as system upgrades, hardware installations, and software deployments
Proficient in tracking and managing IT assets, including hardware, software, licenses, and warranties.
A strong verbal and written communication posture with skills in creating clear, detailed documentation for systems, procedures, and troubleshooting steps
Strong interpersonal skills with the ability to deal with users at all levels in the organization
Attention to detail and consistency are key qualities for this position
Strong analytical and problem-solving skills
Must have ability to travel locally on a regular basis
Able to sit, stand, and operate office equipment and a variety of tools for extended periods.
Flexible and willing to work unsociable hours when needed to ensure continuous business operations, whether for support or scheduled maintenance.

Nice To Haves

CompTIA A+ or similar foundational IT support certification
CompTIA Network+ or equivalent certification in network management
Microsoft Certified: Azure Fundamentals or other Microsoft Azure certifications
Cisco Certified Network Associate (CCNA) or similar certification for network management
Certified Information Systems Security Professional (CISSP) or Certified Ethical Hacker (CEH) for a deeper focus on IT security
ITIL Foundation Certification for IT service management best practices
MCSA (Microsoft Certified Solutions Associate) or equivalent in cloud services or systems administration
Project Management Certification (e.g., PMP, Scrum Master) is beneficial, especially for those handling multiple IT projects
Experience with ECRS Catapult POS Systems
Experience with Cisco Meraki Networking Platform
Experience with Shopify or other eCommerce platforms

Responsibilities

Triage and resolve a wide range of helpdesk support requests via calls, emails, and tickets
Administer and support the MS Azure cloud instance and Office 365 applications
Manage access control for business applications and IT infrastructure
Oversee patch management for servers, systems, software & execute system maintenance upgrades
Monitor, identify and address cyber security vulnerabilities, threats, incidents and alerts
Track, validate, and optimize software licensing across the organization
Ensure seamless network connectivity, including VLANs, VPN, SD-WAN, and firewall configurations
Provide on-site support for workstations, POS devices, servers, routers, switches, and peripherals
Respond to IT breakdowns & outages including travelling to business sites to resolve the issue
Mandatory participation in biweekly on-call IT support rotation
Diagnose and resolve hardware and software issues for a wide range of business applications
Repair equipment and replace faulty parts as needed for a large variety of IT & retail systems
Manage IT asset inventory, including hardware and software
Install and configure hardware, software, networks, and peripherals
Manage onboarding and offboarding of employees, contractors, and vendors