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. The firm focuses on providing transportation solutions for passengers and goods, including feasibility studies and capacity enhancement of railways.

The role supports approximately 150 employees across the project and reports to the SYSTRA Canada Local IT Manager. Responsibilities include Level‑1 and Level‑2 IT support, operational coordination, and adherence to Group information‑systems and cybersecurity standards.

• Provide Level‑1/Level‑2 support for Windows and Microsoft 365 via Service Now and iTop, applying DDSI/Cyber policies such as MFA, conditional access, least privilege and DLP; document the KEDB and escalations.
• Manage workstation and asset lifecycle: prepare, deploy and maintain managed workstations according to Group images and standards; install and configure approved software; maintain inventory/CMDB; perform user MACDs; support patching and EDR campaigns.
• Coordinate on‑site activities: plan weekly work, lead daily stand‑ups, resolve emergencies with the IT Manager and coordinate small‑scale deployments and user communications while respecting change windows.
• Act as local operational point of contact for the Project Platform, Information Systems Department and Cybersecurity Team: track changes, releases and security controls; prepare audit materials; manage risks and escalations; use Service Now for asset, project and change coordination.
• Generate a monthly dashboard covering SLA/SLO, satisfaction, ticket volume/types, MFA/conditional access/patching compliance and KEDB quality; drive corrective actions and alert the IT Manager if coordination workload exceeds 40 % or trigger thresholds are reached.

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

• Proficiency in Service Now and iTop ITSM/CMDB: ticket lifecycle, asset/configuration management, change/micro‑deployment coordination and reporting.
• Windows 10/11 and M365/Teams/SharePoint: deployment, basic hardening, troubleshooting and first‑level administration.
• Active Directory and Entra  (Azure AD): account/group management, licensing, MFA, conditional access and least privilege application.
• VDI (Citrix/VMware/AVD):
  Level‑1 support for access, profiles and devices with documented escalation.
• User network and endpoint security: LAN/Wi‑Fi/VPN basics, network printing, patching/EDR involvement, Intune/MDM, Power Shell and advanced Excel skills are 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.

• Service‑oriented mindset; ability to manage priorities and handle urgent matters in alignment with the SYSTRA Canada IT Division objectives.
• Autonomy, initiative, hands‑on leadership; cross‑team collaboration with the local IT Manager, project coordinator and 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 Group cybersecurity requirements.

• Contract Type:
  Permanent
• Location:
  
  Toronto
• Division: IT – “Project”
• Reports to:
  
  IT Manager, SYSTRA Canada (works closely with the project coordinator/team)
• Compensation: CAD 65 000 – 85 000

SYSTRA Canada is committed to having a diverse and inclusive workforce. We are an Equal Opportunity Employer and welcome applications from all qualified candidates.