About the Role

We are looking for a Systems Administrator to be the primary internal owner of IT operations, end-user support, and SaaS administration. This role is hands-on and operational, ideal for someone who enjoys solving problems and building reliable systems from the ground up. As we transition away from our Managed Service Provider (MSP), you will be responsible for implementing internal tools and processes to ensure a secure, reliable environment.

Key Responsibilities

IT Operations & Ticket Management

• Tooling Implementation: Research, select, and deploy an internal IT ticketing system or support desk tool to replace the MSP’s existing infrastructure.
• Process Design: Build and document the internal workflow for how employees request help, how tickets are triaged, and how SLAs (Service Level Agreements) are tracked.
• End-User Support: Provide day-to-day support for employees via Slack, email, and the new ticketing tool.
• Application Support: Act as the lead administrator for the core productivity stack, including Google Workspace, Atlassian Suite (Jira/Confluence), Slack, and Adobe Creative Cloud.

Device & Asset Management

• Procurement & Logistics: Manage hardware procurement, including quoting and ordering equipment, and handle the shipping/logistics of sending and receiving devices to/from remote employees.
• Onboarding/Offboarding: Own the technical lifecycle for employees, including laptop configuration, account provisioning, and access management.
• Endpoint Management: Manage Mac and Windows devices using Microsoft Intune and Apple Business Manager.
• RMM Transition: Oversee the removal of MSP management agents and the deployment of internal Remote Monitoring and Management (RMM) tools.

Systems, Security & Infrastructure

• Backup Management: Implement and monitor a new backup solution for Google Workspace (Gmail, Drive, Calendar) to replace the MSP's current service.
• Physical Office IT: Provide onsite support for Toronto office infrastructure, including networking, Wi-Fi, and conference room AV.
• Security Standards: Manage endpoint security tools (EDR, DNS protection) and ensure all devices meet baseline security standards.

Vendor Coordination: Act as the primary contact for IT vendors and coordinate with external security partners for audits or complex issues.

Must-Have

• 2 - 4 years of experience in a dedicated IT Support or Systems Administration role, preferably in a high-growth or startup environment.
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Ticketing & Process Ownership: Proven experience setting up or heavily customizing an IT ticketing system and defining support workflows/SLAs.
• Multi-OS Proficiency: Deep technical knowledge of macOS and Windows troubleshooting, including hardware repair coordination and OS-level debugging.
• MDM Experience: Practical experience using Microsoft Intune and Apple Business Manager for zero-touch deployment and policy enforcement .
• Logistics & Asset Management: Experience managing hardware inventory, procurement cycles (quoting/ordering), and the logistics of shipping gear to a distributed workforce.
• Communication: Exceptional ability to translate complex technical issues into "plain English" for non-technical users.
• Independent Problem Solving: A track record of working independently and managing multiple priorities without daily oversight.

Nice-to-Have

• MSP Transition: Previous experience transitioning a company from an MSP-led model to an internal IT function.
• Infrastructure Design: Experience configuring office network hardware (firewalls, switches, access points).
• Automation: Basic scripting (Bash or PowerShell) for automating onboarding or repetitive tasks.

Security Accountability: Familiarity with basic security frameworks or assisting with periodic security audits.

• Salary Range: $72,000 - $80,000 per year
• Group Retirement Savings Plan matching & participation
• Comprehensive benefits package (health, dental, and vision), including Health + Wellness spending account
• Generous time off policies

Big Viking Games is committed to creating an inclusive and accessible environment for all candidates. We welcome applications from individuals of all abilities and will provide accommodations throughout the hiring process as needed. If you require any accommodations, please email hr@bigvikinggames.com so we can work with you to support your needs.