Senior It Support Specialist

Mejuri is the category-defining fine jewelry brand redefining luxury, your way. Feeling disconnected from an industry that typically markets to men, co-founder and CEO Noura Sakkijha leveraged her learnings as a third-generation jeweler to rethink the way women purchase jewelry—for themselves. In only seven years, and with a team of over 75% women, Mejuri has shipped over one million orders and opened retail stores across the globe, all while introducing new products weekly.

As part of Noura’s original vision to empower women to invest in themselves, the brand launched the Empowerment Fund to support underrepresented women and non-binary individuals with the tools to empower themselves. Mejuri continues to reach new customers through exciting community initiatives and expansion into international markets, such as the UK, Australia and Germany.

We are a team of retailers, creatives, technologists and strategists, and we are looking for someone special to join our team.

The Role:

Hi, I’m Phil, and I’m the Manager of Information Technology for Mejuri. I am looking for a Senior IT Support Specialist to grow my IT Team.

As a Senior IT Support Specialist, you will be responsible for

Solving technical escalations from the level 1 support teamLooking at patterns of support issue and find long-term and automated solutionsHandle procurement and inventory management of technology we useSupport technology needs involved in opening a storeSupporting launching new tools and optimizing support/configurationDrive knowledge sharing and optimize support throughout organization

What You'll Do:

• Strong knowledge of antivirus quarantine and recovery process
• Building and maintaining imaging process for laptops and PCS
• Supporting our store expansion : ordering hardware, finding internet providers and ensuring successful installations, coordinating tasks with vendors, etc
• Supporting networking issues throughout organization
• Participate in collaboration meetings with other departments to review technology issues and needs
• Handle support escalations from team and employees
• Manage licensing and renewals for our tools and find cost savings opportunities
• Ensure ticket SLAs are met while keeping stakeholders informed
• Research new tools Mejuri is looking to implement and complete proper POCs before procurement
• Work to secure our apps via regular account review, migrating to SAML system, flagging risk items, etc

What You'll Bring To The Team:

• Degree or certification in Information Technology, Computer Science or relevant experience as an IT Support Specialist/Engineer or Level 3 Helpdesk Analyst(IT-related certifications like ITIL, A+, Network+ etc are desirable)
• Proven track record in implementing process improvements within an IT department
• Experience with Cloud managed networks (Meraki, Aruba, Ruckus, Unifi etc)
• Willing to commute to local locations when needed
• Self-starter who can manage multiple priorities and remain solutions focused - someone who prides themselves on being a completionist
• Experience with an ITSM Tool (Jira, ServiceNow, BMC Remedy, Cherwell etc)
• Experience with Cloud SaaS/IdP/Technologies (Google Workspace, OKTA, Office365, Slack, Box)
• Need to be able to move heavy items (monitors, tvs, etc) when needed
• Experience with a Device Management Platform (Jamf, Mosyle, Google, Addigy, MobileIron etc)

Things We Consider An Asset:

• Prior experience creating and managing laptop deployment process (imaging)
• Strong networking and troubleshooting skills
• Strong project management skills

Benefits at Mejuri:

• Internal coaching department and learning and development to support career growth and plans for everyone.
• Parental leave salary top-up of up to 80%, as well as a personalized return-to-work transition and accommodation plan for full-time employees.
• Comprehensive medical and dental benefits, including mental health coverage, and generous personal and sick days for our full-time employees. We also offer bereavement leave, including miscarriage and stillbirth support.
• A generous product discount!
• A hybrid work model for all corporate roles.
• Semi-annual performance reviews.
• ‘Mejuri Passport’ which allows employees who meet specific criteria to work in other locations for one month per year.
• A minimum of three weeks vacation, plus personal days and three religious observance days.

Please note that these benefits apply to full-time employees.

Location:

At Mejuri we embrace a hybrid working environment and support our corporate employees to be successful whether they are at home or in the office. The primary purpose of our offices is to drive collaboration and deepen relationships with one another.

Accommodation / Accessibility:

Mejuri does not discriminate in hiring or terms and conditions of employment because of an individual’s race, ancestry, colour, place of origin, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, family status or marital status, or any other protected category recognized by provincial or federal laws.

Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.

Along with our central mission and vision, we have guiding values that set the tone for where we’re heading and how we work together. These values are behaviors that form our shared beliefs and approach to how we wish to work together at Mejuri, regardless of role, level, and work location. Our 8 core values help drive our decision making when we are cross collaborating, redefining luxury, and creating a sense of commitment and inclusion to help shape our company culture.

Our values are:

FIND A WAY | We break down problems into manageable steps, explore creative solutions daily, learn from failure, and adapt quickly

RAISE THE BAR | We share constructive feedback openly, continuously improve personal and team performance, collaborate and challenge for better outcomes

CUSTOMER OBSESSED | We actively listen to customer feedback, make decisions that impact customers positively, continuously refine product, service, or customer interactions

EMPOWERED OWNERS | We proactively address cross team challenges, willingly tackle any task big or small, take initiative, and lead by example

JUST DO IT | We make informed decision quickly, encourage experimentation and learning, encourage thoughtful risk taking, embrace change, and stay adaptable

HUMILITY | We acknowledge team contributions before self, acknowledge and learn from mistakes, maintain an open and receptive mindset, and promote a respectful work environment

CURIOSITY | We seek out new challenges daily, ask questions to understand deeply, reimagine and innovate to drive progress

DRIVE RESULTS | set clear goals and prioritize tasks, focus on high impact activities daily, monitor progress through clear metrics, stay persistent and solution orientated

Accommodation / Accessibility:

Mejuri does not discriminate in hiring or terms and conditions of employment because of an individual’s race, ancestry, colour, place of origin, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, family status or marital status, or any other protected category recognized by provincial or federal laws.

Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.