Analyst, IT Operations and M3 - BC Hybrid

OVERVIEW

Circular Materials is seeking hands-on IT Operations & M3 Support Analyst to support the M3 Post-Collection Portal, rugged mobile devices, and broader IT Operations activities.

This is a hybrid position based in the Greater Vancouver Area. The successful candidate will be expected to work remotely as appropriate while also attending the Vancouver office regularly to provide onsite technical support, manage equipment, and assist users when physical support is required.

The role will provide Level 1/Level 2 technical support, device management, troubleshooting, incident triage, documentation, and onsite support. This is not an M3-only position; the successful candidate will also participate in general service desk and desktop support activities.

• Provide Level 1/Level 2 support for the M3 portal, including access, authentication, browser, and device-related issues.
• Configure, deploy, and support rugged Android/scanning devices.
• Manage devices through Microsoft Intune/MDM, including security policies, updates, remote lock/wipe, and application restrictions.
• Provide support for Windows laptops, Microsoft 365, endpoints, peripherals, and general user issues.
• Perform initial troubleshooting and escalation of application, network, identity, or hardware issues to the appropriate team/vendor.
• Coordinate hardware warranty, replacement, spare-device, and lifecycle activities.
• Support QA, UAT, production rollout, and post-launch stabilization.
• Maintain ticket notes, device records, SOPs, troubleshooting guides, and knowledge articles.
• Attend to the Vancouver office regularly to provide onsite IT support, manage equipment, and assist with local technical needs.
• Occasionally visit operational facilities when onsite troubleshooting or support is required.
• Participate in regular IT Operations support coverage and other team initiatives as required.

Education

• Bachelor’s degree in information technology, Computer Science, Information Systems, or a related field, or equivalent practical experience.

Experience

• 4-5 years of experience providing Level 1 and Level 2 IT support in a corporate environment.
• Hands-on experience with Microsoft Intune, Mobile Device Management (MDM), endpoint provisioning, and device lifecycle management.
• Experience supporting Android mobile devices, tablets, scanners, or similar endpoint technologies.
• Experience with ITSM/ticketing systems, incident management, and escalation processes.

Knowledge/Competencies/Skills

• Working knowledge of Microsoft Entra , authentication, access management, and device compliance.
• Strong troubleshooting skills across hardware, operating systems, applications, browsers, authentication, and connectivity.
• Strong written and verbal communication and technical documentation skills.
• Ability to independently troubleshoot issues and determine when escalation is required.
• Ability to work from the Eastern Time Zone while supporting Western Canadian operations.
• Flexibility to work later or staggered hours when operationally required.
• Preference will be given to candidates with a strong understanding of artificial intelligence (AI) concepts and the ability to communicate and apply AI technologies effectively within a business context.

• Experience with Android Enterprise, Samsung Knox, or rugged mobile/scanning devices.
• Experience supporting applications through QA, UAT, production rollout, hypercare, and steady-state operations.
• Familiarity with Microsoft Azure, Power Shell, or automation technologies.
• Experience with hardware warranties, replacements, asset management, and spare-device inventories.
• Experience supporting geographically distributed offices or operational facilities.
• Experience in logistics, recycling, manufacturing, warehouse, field-service, or similar operational environments.
• ITIL certification or equivalent service-management knowledge.
• Strong Pacific-time coverage.
• Reliable onsite support for the Vancouver office.
• Positive end-user experience across both remote and onsite support.

• Remote working with requirement to be able to provide onsite support for the Vancouver office.
• Overtime working is required when there is…