Remote Tech Support Analyst | SQL & Troubleshooting

TECSYS Inc.

Ottawa

Remote

CAD 60,000 - 80,000

Full time

6 days ago

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Benefits offered by this job

Remote-first flexibility

Benefits from day one

Pension plan

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Job summary

TECSYS Inc. is seeking a Technical Support Analyst to join our Customer Care team, handling cases from the ServiceNow queue and resolving issues in Tecsys Elite. You will analyze logs, SQL, and stack traces to identify root causes, coordinating with internal teams when needed to keep customer operations running smoothly.

The ideal candidate has strong SQL skills, can read Java-based code and logs, and communicates clearly in English.

Qualifications

A university degree or DEC in computer science, IT or related field, or equivalent experience.
Experience in technical support or customer-facing role (up to 3 years); internships encouraged.
Strong SQL skills and ability to read Java-based code, logs and stack traces.
Excellent written and spoken English with clear communication.
Ability to manage multiple cases under pressure and work late or weekends.

Responsibilities

Own and manage cases from the ServiceNow queue, prioritizing multiple issues.
Troubleshoot issues across Tecsys Elite apps and integrations via logs and research.
Write SQL queries and read Java code and stack traces to identify root causes.
Communicate business impact to customers and provide timely updates through resolution.
Provide workarounds or alternative solutions when fixes take time.
Escalate with EBS, Cloud Operations and BI teams for infra or custom-code cases.
Document solutions in the knowledge base and meet SLA commitments.