Technical Support Analyst troubleshooting Tecsys Elite applications for healthcare and distribution customers. Resolving support cases through ServiceNow, SQL, log analysis, and cross - team coordination.
About the role
- 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.
Responsibilities
- Own and handle tickets in the “ServiceNow” queue, prioritizing and managing multiple requests simultaneously
- Diagnose simple to moderately complex issues affecting Tecsys Elite applications and integrations through log analysis, research, and issue reproduction
- Write SQL queries and read Java code and stack traces to identify the root cause of issues
- Communicate clearly with customers, confirm the business impact of each issue, and keep them informed through resolution
- Propose workarounds or alternative solutions when a permanent fix requires more time
- Escalate tickets and collaborate with the EBS, Cloud Operations, and BI teams when issues involve infrastructure, custom code, or other systems
- Document solutions in the knowledge base and meet service-level agreement (SLA) commitments
Requirements
- University degree or college diploma in Computer Science, IT, or a related field, or equivalent experience
- Experience in technical support, a help desk, or a customer support role (approximately 3 years); recent graduates with internship or co-op experience are encouraged to apply
- Strong SQL skills and the ability to read Java code, logs, and stack traces
- Excellent written and spoken English
- Strong listening skills and the ability to explain technical issues clearly
- A logical approach to problem-solving and the composure needed to manage multiple tickets under pressure
- Availability for an evening shift (4:00 p.m. to midnight ET or 5:00 p.m. to 1:00 a.m. ET) or a weekend-focused schedule (8:00 a.m. to 8:00 p.m. ET on weekends, plus two weekdays)
Benefits
- Remote-first flexibility and the trust to manage your own schedule
- Benefits and vacation from day one
- Retirement plan with a competitive employer contribution
- Employee events and community initiatives
- Opportunities for learning, development, and new challenges
- Collaboration with international teams
- An inclusive workplace where everyone feels valued, respected, and empowered to thrive
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