IT Technician – Level 2

SYSTRA Canada; Toronto; On-site; CAD 65,000 - 85,000; Full time

Job summary

SYSTRA Canada is expanding its local IT team in Toronto, seeking a Level 2 IT support specialist who can also act as a local coordinator within a multi-entity framework. You will support Windows/M365 environments, manage assets, and coordinate changes.

Strong communication in French and English is required, with autonomy and teamwork being essential for success. Ideal candidates have 5–6 years of experience, are proficient with ServiceNow/iTop, AD/Azure AD, and VDI, and can contribute to

Qualifications

• DEP or DEC in Computer Science or equivalent experience.
• 5–6 years of Level 2 IT support experience in a structured Windows/M365 environment (ITSM, security policies).
• Experience in operational coordination (planning, reporting) is a plus.

Responsibilities

• Provide L1–L2 workstation and network support for Windows/M365 via ServiceNow + iTop.
• Manage assets, CMDB, patching, and EDR campaigns per group standards.
• Plan weekly activities, lead daily stand-up, coordinate deployments and user communications.
• Interface with Project Platform / IS Department / Cybersecurity; track changes, releases, and security controls; prepare audit materials.
• Produce monthly SLA/SLO dashboards, drive corrective actions, alert if workload exceeds thresholds.

Skills

Service-oriented mindset

Autonomy

Cross-team collaboration

Clear communication (French & English)

Education

DEP or DEC in Computer Science

Tools

ServiceNow + iTop ITSM/CMDB

Windows 10/11 and M365

Active Directory and Entra ID (Azure AD)

VDI (Citrix/VMware/AVD)

Intune/MDM

PowerShell

Advanced Excel

Job description

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 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 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'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.
• 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].

Workplace Type