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About the Role

SYSTRA Canada is expanding its local IT team to support approximately 150 SYSTRA Canada employees and staff from other SYSTRA Group entities assigned to a project. This role combines Level 1-Level 2 technician responsibilities with local coordinator duties within a defined multi-entity framework, reporting to the SYSTRA Canada Local IT Manager.

Responsibilities

• Provide L1-L2 stations + network support for Windows/M365 via ServiceNow + iTop, prioritizing the application of DDSI/Cyber policies 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.
• 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.
• Alert the IT Manager if the coordination workload consistently exceeds 40% or if trigger thresholds are reached.

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.
• Experience in operational coordination (planning, reporting, technical committees) is a plus.
• 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.
• Intune/MDM, PowerShell, and advanced Excel skills are a plus.
• ITIL 4 Foundation certification is a plus.
• Microsoft MS 900 (Microsoft 365 Fundamentals), MD 102 (Endpoint Administrator), SC 900 (Security, Compliance, and Identity Fundamentals) certifications are a plus.
• VDI Fundamentals (Citrix/VMware/AVD) or equivalent introductory course certification is a plus.
• 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.

Skills

• Windows/M365
• ServiceNow
• iTop
• DDSI/Cyber policies
• MFA
• Conditional access
• Least privilege
• DLP
• KEDB
• Workstation deployment
• Asset management
• CMDB
• Patching
• EDR
• Active Directory
• Entra ID (Azure AD)
• VDI (Citrix/VMware/AVD)
• LAN/Wi-Fi/VPN
• Intune/MDM
• PowerShell
• Advanced Excel
• ITIL 4 Foundation
• MS 900
• MD 102
• SC 900
• French
• English

Location

• Toronto

Work Type

• Permanent
• On-site

Experience Level

• 5 to 6 years in Level 2 IT support

Education Level

• DEP or DEC in Computer Science (or equivalent experience)

Salary/Compensations

• CAD 65000 - 85000

About the Company

• 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.

Equal Opportunity

• 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.