IT Technician - Level 2

SYSTRA•Toronto, ON

2d•CA$65,000 - CA$85,000•Onsite

About The Position

SYSTRA Canada is seeking an IT Technician - Level 2 to join its expanding local IT team in Toronto, as part of a multi-entity joint venture. This role combines Level 1-Level 2 technician duties with local coordination responsibilities within a defined multi-entity framework. The position reports to the SYSTRA Canada Local IT Manager.

Requirements

DEP or DEC in Computer Science (or equivalent 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.
Proficiency in ServiceNow + iTop ITSM/CMDB: ticket lifecycle, asset/configuration management, coordination of changes/micro-deployments, and reporting.
Experience with Windows 10/11 and M365/Teams/SharePoint: deployment, basic hardening, troubleshooting, and first-level administration.
Experience with Active Directory and Entra ID (Azure AD): accounts/groups, licenses, MFA, and conditional access; application of the principle of least privilege.
Level 1 support for VDI (Citrix/VMware/AVD): access, profiles, and devices; documented escalation.
User network and endpoint security: LAN/Wi-Fi/VPN basics, network printing; involvement in patching/EDR.
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.

Nice To Haves

Experience in operational coordination (planning, reporting, technical committees) is a plus.
Intune/MDM, PowerShell, and advanced Excel skills are a plus.

Responsibilities

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.
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.
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.
Act as the local operational point of contact for the Project Platform / Information Systems Department / Cybersecurity Team; 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.
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.