IT Technician, Community Coordinator

Montreal, QC
Permanent
Full-time

12 days ago

: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.Context:SYSTRA Canada is strengthening its local IT team for a multi‑entity joint venture, supporting ~150 project-dedicated staff. Reporting to the local IT Manager and aligned with the SYSTRA Canada IT Division, the role strictly applies Group DSI/Cybersecurity policies and standards. The holder combines L1–L2 technician duties with on‑site coordination in a multi‑entity environment. Missions/Main Duties:

L1–L2 support for Windows/M365 via ServiceNow/iTop; enforce DDSI/Cyber policies (MFA, Conditional Access, least privilege, DLP); meet priorities/SLA; maintain KEDB;
Endpoint and asset management: prepare/deploy managed builds per Group standards; install/configure approved software; keep inventory/CMDB and documentation current; execute MACD; support patching and EDR campaigns.
Local coordination: weekly planning, daily stand‑ups, triage emergencies with the IT Manager; orchestrate micro‑deployments and user comms within change windows.
Interface and governance: act as local operational PoC with Project Platform/IT Directorate/Cyber; track changes, releases, and security controls; prepare audit evidence; manage risks/escalations; use ServiceNow to coordinate assets/projects/changes.
Quality, reporting, and capacity: deliver a monthly dashboard (SLA/SLO, satisfaction, ticket volume/type, MFA/Conditional Access/patching compliance, KEDB quality); drive corrective actions; alert if coordination load >40% or trigger thresholds are reached.

Profile/Skills:Education: DEP or DEC in IT (or equivalent experience).
Years of experience: 3–6 years in L1–L2 IT support within a structured Windows/Microsoft 365 environment (ITSM, security policies), ideally across multi‑site or multi‑entity settings. Operational coordination experience (planning, reporting, technical committees) is a plus.
Technical skills:

ServiceNow + iTop (ITSM/CMDB): proficient in ticket lifecycle, asset/configuration management, change coordination, micro‑deployments, and reporting.
Windows 10/11 and M365/Teams/SharePoint: deployment, baseline hardening, troubleshooting, and first‑level administration.
Active Directory and Entra ID (Azure AD): accounts/groups, licensing, MFA and Conditional Access; enforcement of least privilege.
VDI (Citrix/VMware/AVD): L1 support for access, profiles, peripherals; clear, documented escalation.
End‑user networking and endpoint security: basics in LAN/Wi‑Fi/VPN, network printing; participation in patching/EDR; Intune/MDM, PowerShell, and advanced Excel are assets.

Personal and soft skills:

Strong service mindset; priority and urgency management aligned with SYSTRA Canada IT Division objectives.
Autonomy, initiative, local leadership; cross‑team collaboration (local IT Manager, Project coordination/team, partners).
Clear communication in French and English; pedagogy, diplomacy, and confidentiality.
Rigour, organization, analytical mindset; strict adherence to IT Directorate processes and Group cybersecurity requirements.

: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.Note: In this description, the masculine gender is used for easy reading purposes and includes the feminine.We use AI-enabled tools in our recruitment platform (iCIMS) for tasks like resume parsing and candidate matching. These tools do not make hiring decisions; all applications are reviewed by a human recruiter, and final decisions are made by our hiring team.For questions about our hiring process or AI tools, please contact infocanada@systra.com.

Systra

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