About the Role

We are looking for a proactive, problem-solvingIT Support & System Administrator
to join our team. In this dual-focused role, you will be the go-to person for our ERP system while ensuring our day-to-day retail and corporate IT operations run flawlessly.

From deploying hardware and managing our Microsoft 365 cloud environment to visiting retail stores and supporting critical LAN networks at multiple locations, you will play a vital role in keeping our team connected and productive. If you love variety, enjoy helping people, and have a passion for the retail and music industry, we want to hear from you!

Key Responsibilities

ERP System Support & Optimization

- User Support: Provide technical support and troubleshooting for on-premise and remote users experiencing issues with the ERP system; escalate higher-level issues as necessary.
- Configuration & Maintenance: Assist with ERP system configurations, setups, and customizations to align with business needs.
- Training & Documentation: Develop and maintain clear user guides and training materials. Conduct engaging training sessions for new hires on ERP functionalities and best practices.
- System Health: Monitor ERP performance, identify optimization opportunities, and participate in special projects involving ERP implementations, integrations, and migrations.

General IT & Systems Administration

- Endpoint & Hardware Management: Deploy desktops/laptops to end-users (providing quick feature overviews), and manage/troubleshoot both remote and on-site printers.
- Retail & Store Support: Periodically visit retail stores to perform desktop maintenance, ensure support needs are met, and troubleshoot POS hardware, software, and handheld devices.
- Identity & Access Management: Create, modify,



and clean up Active Directory profiles for onboarding/offboarding, and drive AD configuration improvements.
- Cloud & Infrastructure: Maintain the Microsoft 365 cloud environment and applications. Partner with the Senior Systems Administrator to diagnose critical store issues and assist in server, network equipment, and firewall replacements.
- Process Improvement: Refine IT documentation and research tools (such as IP management) to continuously increase departmental efficiencies.
- Flexibility: Execute other IT-related duties as assigned to support the business.
- Other duties as assigned.

What We Are Looking For

- Experience: Minimum of 2 years of experience in a customer-facing and remote IT support or helpdesk role.
- Problem Solver: A natural curiosity and passion for troubleshooting and solving complex technical puzzles.
- Self-Starter: High level of self-initiative with the ability to manage tasks independently in an energetic, quick-paced environment.
- Availability: Willingness to participate in an on-call rotation (after receiving comprehensive training on our company systems).

You Check All the Boxes If You Have:

- Technical Bonus: Experience with Crystal Reports (building, modifying, or troubleshooting reports) is considered a strong asset.
- A strong desire to deliver exceptional service within the retail and music industry.
- Exceptional interpersonal and communication skills, with the ability to explain technical concepts to non-technical users.
- A strong work ethic and a genuine desire to contribute to people’s health and well-being.
- The ability and desire to confidently lead by example, contributing to a positive, collaborative, and supportive working environment.
- A natural affinity for our company’s core values and philosophy.
- Fluent in spoken and written in English, spoken in Chinese is a bonus.

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📌 IT Support & System Administrator (Vancouver)
🏢 Socket.dev
📍 Vancouver