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About the Role
Circular Materials is seeking a hands-on IT Operations & M3 Support Analyst to support the M3 Post-Collection Portal, rugged mobile devices, and broader IT Operations activities. This hybrid role provides Level 1/Level 2 technical support, device management, troubleshooting, incident triage, documentation, and onsite support, while also participating in general service desk and desktop support.
Responsibilities
- 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 escalate 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.
Requirements
- 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.
- Working knowledge of Microsoft Entra ID, 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, PowerShell, 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.
Skills
- M3 Post-Collection Portal support
- Rugged mobile device support
- IT Operations
- Level 1/Level 2 technical support
- Device management
- Troubleshooting
- Incident triage
- Documentation
- Onsite support
- Service desk support
- Desktop support
- Microsoft Intune
- Mobile Device Management (MDM)
- Endpoint provisioning
- Device lifecycle management
- Android mobile devices
- Tablets
- Scanners
- Endpoint technologies
- ITSM/ticketing systems
- Incident management
- Escalation processes
- Microsoft Entra ID
- Authentication
- Access management
- Device compliance
- Hardware troubleshooting
- Operating system troubleshooting
- Application troubleshooting
- Browser troubleshooting
- Connectivity troubleshooting
- Written communication
- Verbal communication
- Technical documentation
- Artificial intelligence (AI) concepts
- Android Enterprise
- Samsung Knox
- Microsoft Azure
- PowerShell
- Automation technologies
- Hardware warranties
- Hardware replacements
- Asset management
- Spare-device inventories
- Logistics support
- Recycling industry support
- Manufacturing industry support
- Warehouse operations support
- Field-service support
- ITIL
- Service management
Location
- Greater Vancouver Area
- Remote
- Vancouver office
Work Type
- Hybrid
- Remote
- Onsite
Experience Level
- 4-5 years of experience
- Entry level
Education Level
- Bachelor’s degree in information technology, Computer Science, Information Systems, or a related field
- Equivalent practical experience
Salary/Compensations
- $65,000 to $75,000
About the Company
- Circular Materials is a national not-for-profit producer responsibility organization (PRO) that supports producers in meeting their extended producer responsibility (EPR) obligations across Canada.
- Created by producers for producers, we design, and deliver effective recycling programs that drive advance innovation, improve environmental outcomes and create value across the recycling supply chain.
- Through full-service program delivery, including collection, management, promotion, education, and reporting, we are advancing systems where more materials are recycled and returned to producers for use in new packaging and products.
- Learn more at circularmaterials.ca.
Equal Opportunity
- Circular Materials is an equal opportunity employer, committed to building a workforce that reflects diversity of thought, skills, experiences, and backgrounds as we work together to accelerate a circular economy for people and the planet.
- Our inclusive hiring practices aim to foster a culture where all employees feel a strong sense of belonging.
- We welcome applications from candidates of all backgrounds, including Indigenous Peoples (First Nations, Inuit, and Métis), persons with disabilities, racialized individuals, and members of the 2SLGBTQIA+ community.
- Circular Materials is committed to reconciliation and to advancing Indigenous representation and partnerships across our organization and programs.
- We recognize that we operate on the traditional territories of diverse Indigenous Nations, and are dedicated to respecting Indigenous rights, governance, and contributions in our work and communities.
- Circular Materials supports reasonable requests for accommodation in accordance with all applicable provincial accessibility standards.
- Requests for accommodation will be provided by Circular Materials through the recruitment and/or assessment processes, upon contacting humanresources@circularmaterials.ca.