Job Title:  IT Systems & Support Coordinator

Company Name: Iris Dynamics, Ltd.

Location: 3948 Quadra St, Victoria BC, V8X1J6.

About Iris Dynamics:

Iris Dynamics is the industry leader in innovative force-controlled magnetic linear motors with a diverse application across sectors such as aerospace, mining, testing and measurement, industrial automation, and VR simulation and entertainment. At Iris Dynamics, we're not just engineers and innovators; we are pioneers crafting the future of motion technology.

Job Description:

We are seeking a skilled IT Systems & Support Coordinator to manage our internal IT infrastructure and provide front-line technical support for both our employees and customers. This role requires a broad technical skill set, including troubleshooting hardware and software issues, managing SaaS platforms, maintaining network infrastructure, and ensuring cybersecurity best practices. Additionally, the successful candidate will serve as the first point of contact for customer support, triaging technical inquiries and escalating when necessary.

Key Responsibilities:

Internal IT Support & Systems Management

- Provide hands-on technical support for company workstations, software, and network infrastructure.

- Maintain and troubleshoot hardware, including desktops, laptops, peripherals, and security cameras.

- Manage and support SaaS platforms used by the company, ensuring smooth operation and assisting users with issues.

- Oversee network infrastructure, including routers, switches, VPNs, and firewalls.

- Implement and maintain cybersecurity best practices, including user access controls, endpoint protection, and security monitoring.

- Track IT assets and manage procurement of hardware and software as needed.

Customer Support & Ticket Management

- Act as the first line of support for incoming customer inquiries, troubleshooting basic technical issues.

- Guide customers through FAQs and troubleshooting steps before escalating to support engineers

- Manage the support ticket queue, ensuring timely responses and escalating complex issues to the appropriate team.

- Maintain and improve customer support documentation, including FAQs and troubleshooting guides.

- Work closely with engineering teams to facilitate technical issue resolution.

Qualifications:

- Candidates must be living in the Greater Victoria area and able to commute to the company office.

- Excellent written and verbal communication skills and strong gasp of the written and spoken English language.

- Basic understanding of electrical concepts such as voltage, current, and power

- Strong knowledge of Windows OS, networking principles (IP addressing, DNS, DHCP, VLANs, firewalls), and PC hardware.

- Ability to quickly learn and manage various SaaS platforms.

- Strong problem-solving skills and ability to explain technical concepts to non-technical users.

Experience:

- 3+ years of experience in IT support, systems administration, or technical customer support.

- Experience working with C, C++, and/or Python is a significant asset. 

- Experience with security camera systems, VPN configurations, and general IT infrastructure.

- Familiarity with cybersecurity principles and best practices, including secure remote access and endpoint protection.

- Experience with a ticketing/helpdesk system (e.g., Zendesk, Jira Service Management) is a plus.

- Experience working with industrial equipment like PLCs, motors, sensors is a significant asset.

- Familiarity with electrical diagnostic tools such as multimeters and oscilloscopes is a significant asset.

Work Hours:

Flexible Working Hours. The position is in person at Quadra and Mckenzie. 

Salary Range: 

$60000 - $80000

Benefits:

- Competitive benefits package including health insurance, paid time off, and professional development opportunities.

- Yearly bonus program. 

Application Process:

Interested candidates should submit a resume and a cover letter outlining their suitability for the role to careers@irisdynamics.com. Please include IT Systems & Support Coordinator in the subject line.

We are unable to sponsor foreign applicants and are therefore only accepting applications from candidates who are already legally able to work in Canada.