IT Support Technician

Job Summary
Motif Labs is seeking a dedicated IT Support Technician to join our dynamic team. This position offers an exciting opportunity to provide comprehensive technical support to all facets of our organization. The ideal candidate will possess a deep understanding of IT systems and a passion for delivering exceptional customer service. As an IT Support Technician at Motif Labs, you will play a pivotal role in ensuring the smooth operation of our technology infrastructure.

Company 
Motif Labs is a leading cannabis brand house in Canada, proudly holding top market share positions in vapes and infused pre-rolls. As the largest private cannabis business in Canada, our diverse portfolio of winning brands (BOXHOT, DEBUNK, Boondocks, and Rizzlers) are each thoughtfully curated to meet the dynamic and evolving needs of today's consumer market. Motif Labs is dedicated to maintaining the highest standards of quality, ensuring that our products not only meet but exceed the expectations of our clients and consumers alike.

Responsibilities

• Provide end-to-end technical support to all Motif Labs employees through various channels, including in-person, phone, email, and remote assistance.
• Diagnose and resolve hardware, software, and network issues promptly to minimize downtime and disruption.
• Install, configure, and maintain computer systems, peripherals, and software applications according to company standards.
• Collaborate with internal teams to troubleshoot complex technical problems and implement effective solutions.
• Develop and maintain documentation for IT procedures, knowledge base articles, and user guides to enhance team efficiency.
• Manage user accounts, permissions, and security settings in compliance with company policies and regulatory requirements.
• Monitor system performance, conduct routine maintenance tasks, and implement upgrades as necessary to optimize functionality.
• Provide training and technical guidance to end-users on IT-related topics, tools, and best practices.
• Assist with IT projects and initiatives, including software deployments, system integrations, and technology upgrades.
• Stay informed about emerging technology trends and industry developments to support continuous improvement efforts.
• Adhere to Motif Labs' IT security policies and protocols to safeguard sensitive information and mitigate cybersecurity risks.
• Foster positive relationships with external vendors and service providers to facilitate efficient resolution of technical issues.
• Participate in an on-call rotation to provide after-hours support for critical incidents and emergencies when required.

Requirements:

• Experience in an Information Technology support position, or related field.
• Proven experience as an IT Support Technician or similar role, preferably in a fast-paced environment.
• Strong technical proficiency in troubleshooting hardware, software, and network issues across diverse IT environments.
• Experience with Microsoft Windows, Active Directory, Office 365, and other common business applications.
• Familiarity with ticketing systems, remote support tools, and IT service management best practices.
• Excellent communication skills, both verbal and written, with a customer-centric approach to problem-solving.
• Ability to prioritize tasks, manage workload effectively, and adapt to changing priorities in a dynamic work environment.
• Strong attention to detail, analytical mindset, and proactive attitude towards identifying and resolving technical challenges.
• Ability to work collaboratively as part of a team and independently with minimal supervision.
• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Desktop Support Technician) are a plus.
• Familiarity with macOS and Linux operating systems would be advantageous.
• Knowledge of ITIL framework principles and methodologies is desirable.

Working Conditions:

• This position may involve occasional lifting of heavy equipment.
• The IT Support Technician may be required to work outside regular business hours to support system maintenance, upgrades, or emergencies.
• Travel to different Motif Labs locations may be necessary on occasion.

Motif Labs welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.