IT Technician - Level 2

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

Benefits offered by this job

Equal Opportunity Employer

Job summary

SYSTRA Canada is expanding its IT team in Toronto to provide Level 1–2 IT support and local coordination within a joint venture. You will support Windows/M365, manage assets, and coordinate with Cybersecurity and project teams to ensure policy compliance and timely changes.

The role emphasizes service delivery, incident response, and governance, with a strong emphasis on operational excellence and collaboration across sites.

Qualifications

• 5–6 years of Level 2 IT support experience in a Windows/M365 environment.
• Experience in operational coordination (planning, reporting) is a plus.

Responsibilities

• Provide L1–L2 stations + network support for Windows/M365 via ServiceNow + iTop, adhering to DDSI/Cyber policies and SLAs.
• Manage and deploy workstations, software, inventory, CMDB, and patching.
• Coordinate on-site IT activities, lead daily stand-ups, and handle emergencies with the IT Manager.
• Interface with Project Platform/IS/Cybersecurity, track changes, releases, and security controls; prepare audit materials.
• Produce monthly SLA/SLO dashboards and drive corrective actions based on metrics.

Skills

ServiceNow ITSM

iTop ITSM/CMDB

Windows 10/11

M365/Teams/SharePoint

Active Directory/Entra ID

MFA/Conditional Access

VDI/Citrix/VMware/AVD

EDR/Patching

Intune/MDM

PowerShell

Excel (Advanced)

Education

DEP or DEC in Computer Science

Tools

ServiceNow

iTop

Citrix

VMware

AVD

Azure AD/Entra ID

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 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 [e-mail].