Analyste soutien technique résolvant les incidents SQL, Java et intégrations pour le logiciel infonuagique de Tecsys. Soutien aux hôpitaux, pharmacies et distributeurs grâce au diagnostic et à la collaboration interne.
About the role
- Technical Support Analyst providing level 1/2 IT support for internal users. Working remotely while assisting with technical issues and user queries in a customer-centric role.
Responsibilities
- You will be working in a second-line technical support role is responsible for providing first/second level technical support to internal users.
- In this role you will respond to service requests, triage technical issues, and provide technical guidance to internal business customers, escalating more complex issues as required.
- The incumbent must be very customer-centric, organized, and able to work independently.
- The role will require scheduled after hours and weekend work on a recurring basis to implement changes and projects that can not be completed during core business hours.
- Respond to user queries via phone, email, chat, or the IT service management solution in a timely and professional manner
- Log and track all incidents and service requests in ServiceNow
- Provide first and second-level diagnosis and resolution for hardware, software, network, and application issues
- Escalate unresolved issues to other Dept Level 2/3 support teams according to escalation procedures
- Assist with setting up and configuring desktops, laptops, mobile devices, and peripherals using Intune/Autopilot
- Support user account management including password resets and access permissions
- Follow up with users to ensure full resolution of issues
- Document troubleshooting steps, solutions, and user feedback
- Maintain knowledge base articles and contribute to continuous service improvement
Requirements
- 3+ years of experience in an IT support/Helpdesk role with level 2 duties
- Bilingual in English and French – Excellent oral and written communication skills in both languages.
- Solid understanding of Windows operating systems, Windows 11
- Strong understanding of Office 365, email clients, and common productivity tools
- Excellent problem-solving and communication skills
- Strong customer service orientation and interpersonal skills
- Ability to work in a team environment and follow established processes
- Post-secondary education in a technical field or equivalent
- Relevant certifications (e.g., CompTIA A+, ITIL Foundation) would be considered an advantage
- Experience with ServiceNow and remote support tools would be considered an advantage
Benefits
- excellent bonus
- benefits
- pension plan
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Technical Support Analyst troubleshooting Tecsys Elite applications for healthcare and distribution customers. Resolving support cases through ServiceNow, SQL, log analysis, and cross - team coordination.
Bilingual Customer Support Technician supporting YOVU’s Canadian business - phone customers. Troubleshooting VoIP systems, translating Québécois French documentation, and assisting Quebec client onboarding.
Remote support engineer troubleshooting automated flow cytometry instruments for BD Bioscience customers. Providing phone - based technical assistance across North America and documenting service interactions.
Senior Technical Support Engineer helping Sentry, an application monitoring platform, debug complex SaaS issues. Building MCP - powered agentic support systems and autonomous resolution paths.
Capital markets support engineer maintaining and transforming financial technology platforms for Capgemini clients. Troubleshooting incidents, developing solutions, and supporting trade lifecycle integrations.
Technical Support Analyst supporting domain migration and maintaining Windows hardware, software, networks, and Exchange systems. Contract role with ClaimsPro’s Canadian claims - services team.
Part - time remote Technical Support Analyst helping ClaimsPro users migrate domains and maintaining Windows hardware, software, networks, and Exchange systems.
Technical Support Representative supporting Asteris’s Keystone PACS veterinary imaging software. Troubleshooting installations, integrations, connectivity, and urgent client issues.
IT Support Analyst supporting TD Securities’ global banking operations technology and capital markets systems. Managing incidents, applications, production changes, and problem resolution in a hybrid role.