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.

 

Context

As part of a “project” (multi-entity joint venture), SYSTRA Canada is expanding its local IT team based in Toronto. The position reports to the SYSTRA Canada Local IT Manager. 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

• 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

Education: DEP or DEC in Computer Science (or equivalent experience).

Years of 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.

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.

Compensation: CAD $65,000 - $85,000

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].