IT Technician – Level 2

About the role

SYSTRA Canada is expanding its local IT team to support around 150 employees and staff from other SYSTRA Group entities working on a multi‑entity joint‑venture project. Reporting to the Local IT Manager, the IT Technician – Level 2 will provide day‑to‑day technical support, ensure compliance with cybersecurity policies, and act as the local coordination point for IT operations.

Key responsibilities

• Deliver Level 1‑2 support for Windows and Microsoft 365 environments using ServiceNow and iTop, adhering to SLA targets and documenting solutions in the KEDB.
• Prepare, deploy, and maintain managed workstations following group imaging standards, install approved software, and manage inventory in the CMDB.
• Coordinate weekly activities, lead daily stand‑up meetings, and manage small‑scale deployments while respecting change windows.
• Serve as the operational liaison with the Project Platform, Information Systems, and Cybersecurity teams, tracking changes, releases, and security controls.
• Produce monthly dashboards covering SLA/SLO performance, ticket metrics, MFA/conditional‑access compliance, and patching status, and trigger corrective actions when thresholds are exceeded.

Required profile

• DEP or DEC in Computer Science or equivalent experience.
• 5‑6 years of experience in Level 2 IT support within a structured Windows/Microsoft 365 environment.
• Experience supporting multiple sites or entities and working with ITSM processes.

Required skills

• Windows operating system administration
• Microsoft 365 (M365) support
• ServiceNow ticketing platform
• iTop configuration management
• Multi‑factor authentication (MFA) implementation
• Conditional Access and Least‑Privilege security models
• Data Loss Prevention (DLP) concepts
• Endpoint Detection and Response (EDR) tools
• Patch management and CMDB maintenance