This is a fully remote position, open to applicants in Canada.

📋 Description

• Take ownership of tickets in the “ServiceNow” queue, effectively prioritizing and managing multiple requests at once.

• Identify and diagnose simple to moderately complex issues impacting Tecsys Elite applications and integrations through log analysis, research, and reproduction of issues.

• Write SQL queries and analyze Java code and stack traces to pinpoint the root cause of problems.

• Communicate effectively with customers, confirming the business impact of each issue, and keep them updated throughout the resolution process.

• Suggest workarounds or alternative solutions when a permanent fix may take longer to implement.

• Escalate tickets and work in collaboration with the EBS, Cloud Operations, and BI teams when issues involve infrastructure, custom code, or other systems.

• Document solutions in the knowledge base and adhere to service-level agreement (SLA) commitments.

⛳️ Requirements

• A university degree or college diploma in Computer Science, IT, or a related discipline, or equivalent experience.

• Approximately 3 years of experience in technical support, help desk, or customer support roles; recent graduates with internship or co-op experience are welcome to apply.

• Proficient SQL skills and the capability to read Java code, logs, and stack traces.

• Exceptional written and spoken English proficiency.

• Strong listening skills with the ability to clearly explain technical issues.

• A logical mindset towards problem-solving and the ability to handle multiple tickets under pressure with composure.

• 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).