IT Support & Systems Administrator

Job Summary We are seeking an IT Support & Systems Administrator to manage day-to-day technical support and infrastructure administration. This role combines helpdesk responsibilities (ticket triage and resolution via Jira Service Management) with systems administration duties across Microsoft 365 (Entra ID, Exchange Online, SharePoint/OneDrive, Intune) and AWS cloud infrastructure. The ideal candidate is comfortable working independently, troubleshooting end-user issues, and maintaining secure, well-documented IT environments. Key Responsibilities Provide tier 1–2 technical support to end users, managing and resolving tickets via Jira Service Management Administer and maintain Microsoft 365 environment (Entra ID, Exchange Online, SharePoint/OneDrive, Intune device management) Manage AWS cloud resources (EC2, IAM, storage, networking basics) Onboard/offboard user accounts, devices, and access permissions Maintain documentation for IT processes, configurations, and troubleshooting guides Monitor and respond to system alerts, security issues, and outages Manage software licensing and renewals across platforms Support device provisioning and asset management (laptops, naming conventions, etc.) Collaborate with vendors and external IT support as needed Required Qualifications & Skills 2+ years of experience in IT support and/or systems administration Hands-on experience with Microsoft 365 administration (Entra ID, Exchange Online, SharePoint, Intune) Working knowledge of AWS (EC2, IAM, basic networking/storage) Experience using Jira Service Management or similar ticketing systems Familiarity with PowerShell scripting for automation tasks Strong troubleshooting skills across hardware, software, and network issues Excellent communication skills for both technical and non-technical audiences Ability to work independently and prioritize multiple tickets/projects Preferred Qualifications Relevant certifications (e.g., Microsoft AZ-104, AWS Certified SysOps Administrator, CompTIA A+/Network+) Experience with Intune/MDM device management and naming conventions Experience with Confluence or other documentation platforms Prior experience in a small-to-mid-size organization handling end-to-end IT support Benefits: Competitive salary. Paid time off. Medical Insurance. Flexible working hours. Hybrid work model. Tuition reimbursement. Diverse and inclusive work environment. Who are we? Since 2001, Solutions Metrix has been implementing CRM in companies of all sizes and industries, whether they are in Montreal, Quebec, or elsewhere in Canada or in North America. Our team of specialists master a very large number of CRMS without being linked to any. We always recommend the best CRM to our customers according to their needs and objectives. Our method defines a simple implementation process for companies that allows them to quickly and easily use their software and optimize it to the maximum. The secret to our success is simple: we tailor our solutions to our customers' business models, markets and industries. Solutions Metrix is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Solutions Metrix makes hiring decisions based solely on qualifications, merit, and business needs at the time.