IT Technician – Level 2

About the role

We are looking for a Level 2 IT Technician to join SYSTRA Canada’s local IT team. The role supports roughly 150 employees across SYSTRA Canada and partner entities, ensuring Windows and Microsoft 365 services run securely and reliably.

Key responsibilities

• Provide L1–L2 support for Windows and Microsoft 365 environments via ServiceNow and iTop, applying MFA, conditional access, least‑privilege and DLP policies.
• Prepare, deploy and maintain managed workstations using group‑approved images, install software, and keep the CMDB and asset inventory up to date.
• Coordinate weekly activities, lead daily stand‑up meetings, and manage small‑scale deployments and user communications within change windows.
• Act as the local operational point of contact for the Project Platform, Information Systems and Cybersecurity teams, tracking changes, releases and security controls.
• Produce monthly dashboards covering SLA/SLO performance, ticket volumes, MFA/conditional‑access compliance and KEDB quality, and trigger corrective actions when thresholds are exceeded.

Required profile

• DEP or DEC in Computer Science or equivalent education.
• 5–6 years of experience in Level 2 IT support within a structured Windows/Microsoft 365 environment.
• Experience with ITSM processes, security policies and multi‑site or multi‑entity support.

Required skills

• Windows operating system
• Microsoft 365 (M365)
• ServiceNow
• iTop
• Multi‑factor authentication (MFA)
• Conditional Access
• Least‑privilege access management
• Data loss prevention (DLP)
• Endpoint detection and response (EDR)
• Patching and update management
• CMDB and asset inventory management