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 Service Now + iTop, prioritizing the application of DDSI/Cyber policies (MFA, conditional access, least privilege, DLP) and adhering to priorities and SLAs; document the KEDB and elevate 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 Service Now 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
- Service Now + 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 (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, Power Shell, 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's 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.
- R…
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