The Role
Lion Travel is seeking a hands-on and service-oriented **IT Support Specialist** to support daily IT operations for our Richmond office.
This role will be the first point of contact for local employee IT support, including workstation setup, hardware and software troubleshooting, account support, email assistance, printer issues, Wi-Fi / VPN connectivity, and basic office technology needs.
The successful candidate will work closely with the local team and coordinate with senior IT / HQ infrastructure teams when more complex systems, cloud, network, or security matters require escalation.
This is a great opportunity for someone with foundational IT support experience who is looking to grow into broader systems administration, cloud support, and IT infrastructure responsibilities over time.
Key Responsibilities
Local IT Support & Helpdesk
- Provide day-to-day technical support to local employees for hardware, software, email, printer, connectivity, and account access issues.
- Troubleshoot common issues related to laptops, desktops, monitors, printers, scanners, phones, and other office equipment.
- Support employees with Windows and/or macOS workstation issues.
- Office Networking: Maintain and troubleshoot local office IT infrastructure, including high-speed internet connections, firewalls, switches, VPNs, and Wi-Fi access points.
- Cloud Infrastructure: Manage, monitor, and optimize our cloud environments (AWS/Azure) ensuring high availability and cost efficiency.
- Respond to support requests in a timely, professional, and service-oriented manner.
- Escalate complex technical issues to senior IT / HQ infrastructure teams when needed.
- Document common issues, troubleshooting steps, and resolutions.
Workstation Setup & Employee Onboarding / Offboarding
- Prepare, configure, and deploy laptops, desktops, monitors, and peripherals for new employees.
- Assist with employee onboarding, including device setup, account access, email setup, and basic system orientation.
- Support employee offboarding by coordinating access removal, equipment return, and device reset.
- Maintain accurate IT equipment records, asset inventory, and device assignment information.
- Assist with hardware procurement coordination and vendor follow-up when required.
Account, Email & Application Support
- Assist with basic user account administration in Google Workspace and/or Microsoft 365.
- Support password resets, MFA setup, email access, shared mailbox access, aliases, distribution lists, and user groups.
- Help employees troubleshoot common application, browser, email, and file access issues.
- Coordinate with senior IT / HQ teams for permission changes, system access requests, or more complex account issues.
Office Network & Infrastructure Support
- Assist with basic troubleshooting for office internet, Wi-Fi, VPN, printers, and network connectivity issues.
- Support local IT equipment such as routers, switches, Wi-Fi access points, printers, and meeting room equipment.
- Coordinate with internet service providers, vendors, and senior IT teams when escalation is needed.
- Assist with regular device updates, endpoint protection checks, and basic IT security practices
Systems & Cloud Support
- Assist senior IT / HQ infrastructure teams with basic systems administration tasks as needed.
- Support basic access management, account provisioning, and permission updates under guidance.
- Assist with cloud-related support tasks in AWS, Azure, or other company platforms when required.
- Help maintain local IT documentation, backup records, equipment lists, and system procedures.
- Follow company IT security, privacy, and data protection practices, including applicable Canadian privacy requirements.
Required
- 3 years of experience in system administration, IT helpdesk, or a combined hybrid IT role.
- Experience supporting Windows and/or macOS workstations.
- OS & Software Proficiency: Strong familiarity with Windows, macOS, Linux, and enterprise SaaS administration (Google Workspace/M365).
- Networking Fundamentals: Solid grasp of TCP/IP, DNS, DHCP, VPNs, and firewall management.
- Basic understanding of networking concepts such as Wi-Fi, VPN, DNS, DHCP, TCP/IP, routers, and switches.
- Experience with user account setup, password resets, MFA, and basic access support.
- Strong troubleshooting skills and willingness to learn.
- Strong customer service mindset and ability to support non-technical users patiently.
- Good communication skills in English.
- Organized, detail-oriented, and able to document support activities clearly.
- Ability to work on-site in Richmond, BC.
Preferred / Nice to Have
- Exposure to AWS, Azure, or other cloud platforms.
- Basic familiarity with identity and access management tools such as Okta, Azure AD / Entra ID, Keycloak, Authentik, or similar platforms.
- Basic understanding of cybersecurity, endpoint protection, backup procedures, or IT compliance.
- Experience supporting printers, VoIP phones, meeting room equipment, and local office network devices.
- Basic Linux knowledge is an asset.
- Conversational Mandarin is a plus
What We Are Looking For
We are looking for someone who is practical, responsive, patient, and willing to learn. The ideal candidate should be comfortable handling daily IT support independently and knowing when to escalate more complex issues.
This role is best suited for someone who enjoys hands-on troubleshooting, helping employees solve technical problems, maintaining local IT equipment, and growing gradually into broader systems and infrastructure support.
CAD $50,000 – $65,000 annually, based on experience and qualifications.
This role offers an engaging opportunity for an IT professional committed to delivering exceptional technical support while continuously developing their skills within a dynamic organization.
Pay: $50,000.00-$65,000.00 per year
Benefits:
- Dental care
- Employee assistance program
- Employee stock purchase plan
- Extended health care
- Language training provided
- Life insurance
- Paid time off
- Store discount
Work Location: In person
