IT Technician - Level 2

SYSTRA Canada is part of the SYSTRA group, an international consulting and engineering group, a world leader in the design of transport infrastructures. SYSTRA Canada is an engineering and consulting firm whose primary focus is to offer transportation solutions, whether for passengers or goods: feasibility studies of building a new railway line, increasing the capacity of the existing infrastructure, privatization of a railway.

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Context

As part of a “project” (multi-entity joint venture), SYSTRA Canada is expanding its local IT team to support approximately 150 SYSTRA Canada employees and staff from other SYSTRA Group entities assigned to the project. The position reports to the SYSTRA Canada Local IT Manager. Activities are prioritized and planned in alignment with the SYSTRA Canada IT Division and executed in strict compliance with the guidelines, policies, and standards of the SYSTRA Group’s Information Systems and Cybersecurity Department. The incumbent combines the responsibilities of a Level 1–Level 2 technician and a local coordinator within a defined multi-entity framework.

Missions/Main Duties

Main Activities (L1–L2 Support)

• Support and Operational Compliance: Provide L1–L2 stations + network support for Windows/M365 via ServiceNow + iTop, prioritizing the application of DDSI/Cyber policies (MFA, conditional access, least privilege, DLP) and adhering to priorities and SLAs; document the KEDB and escalate effectively to ALTO/partners.
• Workstation and asset management: prepare, deploy, and maintain managed workstations according to Group images/standards; install/configure approved software; maintain the inventory/CMDB and documentation; perform user MACDs; participate in patching and EDR campaigns.
• On-site coordination: plan weekly activities in alignment with SYSTRA Canada’s IT Division, lead a daily stand-up meeting, resolve emergencies with the IT Manager, and coordinate small-scale deployments and user communications while adhering to change windows.
• Interface and governance with the Project Platform / Information Systems Department / Cybersecurity Team: act as the local operational point of contact; track changes, releases, and security controls; prepare materials for audits; manage risks and escalations; use ServiceNow as a coordination gateway for assets, projects, and changes.
• Quality, reporting, and capacity thresholds: produce a monthly dashboard (SLA/SLO, satisfaction, ticket volume/types, MFA/conditional access/patching compliance, KEDB quality), drive corrective actions, and alert the IT Manager if the coordination workload consistently exceeds 40% or if trigger thresholds are reached.

Profile/Skills

Requirements

Education and Experience

• DEP or DEC in Computer Science (or equivalent experience).
• 5 to 6 years of experience in Level 2 IT support in a structured Windows/Microsoft 365 environment (ITSM, security policies), ideally across multiple sites or entities.
• Experience in operational coordination (planning, reporting, technical committees) is a plus.

Technical Skills

• ServiceNow + iTop ITSM/CMDB: proficiency in the ticket lifecycle, asset/configuration management, coordination of changes/micro-deployments, and reporting.
• Windows 10/11 and M365/Teams/SharePoint: deployment, basic hardening, troubleshooting, and first-level administration.
• Active Directory and Entra ID (Azure AD): accounts/groups, licenses, MFA, and conditional access; application of the principle of least privilege.
• VDI (Citrix/VMware/AVD): Level 1 support for access, profiles, and devices; documented escalation.
• User network and endpoint security: LAN/Wi-Fi/VPN basics, network printing; involvement in patching/EDR; Intune/MDM, PowerShell, and advanced Excel skills are a plus.

Desired certifications (a plus)

• ITIL 4 Foundation.
• Microsoft: MS 900 (Microsoft 365 Fundamentals), MD 102 (Endpoint Administrator), SC 900 (Security, Compliance, and Identity Fundamentals).
• VDI Fundamentals (Citrix/VMware/AVD) or equivalent introductory course.

Interpersonal And Language Skills

• Service-oriented mindset, ability to manage priorities and handle urgent matters in alignment with the objectives of the SYSTRA Canada IT Division.
• Autonomy, initiative, hands-on leadership; cross-team collaboration (local IT Manager, “Project” Coordinator/team, partners).
• Clear communication in French and English; teaching skills, diplomacy, and respect for confidentiality.
• Rigor, organization, analytical skills; strict adherence to Information Systems Department processes and the Group’s cybersecurity requirements.

Employment Terms

• Contract Type: Permanent
• Location: Toronto
• Division: IT – “Project”
• Reports to: IT Manager, SYSTRA Canada (works closely with the “Project” Coordinator/team)
• Compensation: CAD 65000 - 85000

SYSTRA Canada is committed to having a diverse and inclusive workforce. We are an Equal Opportunity Employer that values applications from all and offers employment equity based on the merits and abilities of candidates and personnel.

Note: In this description, the masculine gender is used for easy reading purposes and includes the feminine.

We use AI-enabled tools in our recruitment platform (iCIMS) for tasks like resume parsing and candidate matching. These tools do not make hiring decisions; all applications are reviewed by a human recruiter, and final decisions are made by our hiring team.

For questions about our hiring process or AI tools, please contact [email protected].