IT Support and Systems Administrator

Who we are Founded in 2010, Genuine Comfort is a leading distributor of Air Conditioners (AC) and Packaged Terminal Air Conditioners (PTAC) across Canada & Mid-North USA.

We are dedicated to “Delivering Comfort Consistently” to hospitality, commercial, and multi-family markets. We accomplish this through exceptional product availability, local warehousing, best-in-industry warranty and a dedication to on-time error-free delivery of room cooling products.

Our impact is felt in hundreds of thousands of apartments and hotel rooms, with a visionary goal to surpass 60,000 units sold annually by 2030.

Over the last four years, we have grown through strategic acquisitions of proven industry players, increased our product capacity and lineup, expanded our reach and distribution capabilities, have been featured multiple times in the Globe and Mail's Canada's fastest-growing companies list and surpassed our 2023 vision 26 months ahead of schedule. Who we need Reporting to the Director of Supply Chain and Information Technology, we are hiring an IT Support and Systems Administrator to play a key role in the stability, security, and performance of Genuine Comfort’s IT environment.

In this newly created role, you will ensure reliable day-to-day access, usability, and security across core business systems.

You will provide hands-on technical support to employees, administer cloud-based platforms, and support database operations so that data remains accurate, secure, and readily available.

You will take ownership of system configuration, user access, and security administration across the organization, helping to establish consistency, resilience, and strong governance practices.

In addition, you will develop and deliver training on IT processes and procedures to support adoption, compliance, and continuous improvement.

As a trusted subject-matter expert, you will partner with teams across the business to support IT projects and contribute to ongoing system enhancements that improve how people work every day.

This is a full-time position, working four days per week on-site in our Markham, Ontario office and one day remotely.

What’s in it for you Ownership.

You want a high-impact position with a broad scope and influence.

This is the only dedicated IT role in the business, blending technical support, systems administration, security, and foundational data support.

You will play a key role in moving the organization from ad hoc support to structured, documented, and scalable IT practices.

Growth and exposure.

• You want to deepen your skills in data and analytics.

While core priorities focus on systems, security, and support, you will be supported in learning and expanding into data, reporting, and analytics over time.

You will own and continuously improve the ticketing environment, workflows, knowledge base, and training content, increasing visibility across the organization and working closely with stakeholders at all levels.

A supportive growth culture .

Joining us at a time of growth offers the opportunity to increase your exposure and accelerate your career.

You will be part of a collaborative team that operates with initiative to drive the business forward. As part of our core value: “We are actively looking for opportunities to improve the effectiveness of our roles and take proactive action on them. We don’t ask for permission; we ask for vision (the why) and the guardrails to operate in.” What you will do: Administer core business applications.

You will own administration across a cloud-first environment, including ERP systems, SaaS platforms, Microsoft 365, cloud storage, endpoint security, and identity management.

You will manage user access, credentials, MFA, and security configurations across business systems, oversee onboarding and offboarding, monitor integrations, and coordinate issue resolution with vendors and internal teams.

You will support system maintenance and upgrades while ensuring security and compliance standards are met.

Deliver technical support.

You will provide hands-on support for hardware, software, access, and connectivity issues while building consistent, reliable service delivery practices.

You will implement and continuously improve a formal ticketing system, moving the organization from informal support to a structured, measurable service model.

You will communicate clearly with stakeholders, manage escalations, and help maintain a high level of user satisfaction, while contributing to vendor selection and management.

Operate and safeguard business data.

You will support day-to-day database operations, including monitoring scheduled jobs, validating data feeds, and performing backups and integrity checks.

You will work with internal teams to extract and load data into SQL tables and enable reporting and analytics initiatives, including Power BI.

You will contribute to data accuracy, reliability, and documentation.

Build documentation and enable self-service.

You will create and maintain SOPs, knowledge base articles, and practical “how-to” guides that enable users to resolve common issues independently.

A key focus of this role is reducing reactive support through documentation, standardization, and repeatable processes.

You will analyze recurring issues and recommend improvements to strengthen long-term support outcomes.

Manage endpoints and IT assets.

You will oversee the full lifecycle of endpoints, including configuration, deployment, tracking, and retirement.

You will maintain accurate asset inventories, ensure devices meet security standards, troubleshoot hardware issues, and coordinate vendor support when needed.

What you bring: The experience.

You bring experience in software development, integrations, APIs, or working with ERP vendors and external IT service providers.

You take a customer-first approach and enjoy helping users work confidently with technology.

You communicate clearly and patiently with non-technical users and create documentation, SOPs, and user guides that support adoption and self-service.

Experience supporting multi-site environments across Canada and the U.S.

and working within an ITSM or ticketing platform would be an asset.

You are comfortable owning issues end-to-end and identifying opportunities to improve processes and service delivery.

The technical skills.

You have experience administering cloud-based and SaaS environments and acting as the primary administrator for core business systems.

Your background includes end-user support across hardware, software, access, and connectivity, along with identity and access management, MFA, and endpoint security.

You are comfortable managing credentials, permissions, and system stability in a cloud-first environment.

Exposure to SQL, database operations, or reporting tools such as Power BI is an asset, as is familiarity with scripting or automation tools such as Python or PowerShell.

Communication and collaboration.

You have strong written and verbal communication skills and can translate technical concepts for non-technical audiences with patience and empathy.

You build trust through clarity, reliability, and accountability and handle escalations with professionalism.

Adaptability and resilience.

You thrive in environments with ambiguity and changing priorities.

You are comfortable being the sole in-house IT resource and continuously improving how technology supports the business.

Compensation At Genuine Comfort, we believe that compensation should be transparent, fair, and supportive of your experience and growth.

Our salary ranges are designed to reflect the progression from learning the role to truly excelling.

The range for this role is $70,000 - $80,000 per year plus bonus.

We design our compensation to reflect each new hire’s skills, experience, and the complexity of the role, ensuring a fair and competitive salary. We believe in transparency and open conversations about compensation.

If you have any questions about our approach, we’re happy to discuss them throughout the hiring process.

Why join With a developed and cohesive leadership team and a robust entrepreneurial operating system, we are small but mighty, with the internal structure and processes to support our growth.

Every action we take is focused on gaining traction every day, being held accountable to our objectives, and communicating openly so that we are all on the same page and in alignment with our vision.

Our commitment to our people and our mission ensures that those who share our passion for growing are recognized and rewarded.

This is a place where everyone is equipped with the support and the autonomy to make decisions and to learn from mistakes.

Your contributions will directly influence our journey, allowing you to move the needle, innovate to meet challenges and achieve our collective goals.

If your values align with ours, join us to elevate your C.O.O.L.

factor: Communicate openly, honestly, and effectively with internal teams and clients.

Own your accountabilities and decision-making.

Operate with initiative.

Learn to grow and embrace change.

Apply now.

If you have 70% of what we're looking for, express your interest here.

Please contact us at careers@genuinecomfort.com and let us know what accommodations or assistance we can provide you during the application process.

What you can expect from our interview process: A virtual interview with a Talent Advisor to discuss your interest in joining the company and in the role.

The conversation will be recorded using BrightHire, an AI-powered video interview tool.

More details will be shared when you are invited to interview. An in-person interview with the Director of Supply Chain and Information Technology.

This is a chance to dive deeper into your career path and technical skills.

You will also be asked to complete an assessment.

A virtual interview with the CEO.

This will be an opportunity to learn more about our values, culture, and long-term vision.

At Genuine Comfort we are committed to hiring the best qualified candidates that align with our company core values regardless of culture, race, disability or gender.

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