Technical Support Analyst

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

📋 Description

• Take ownership of and manage cases from an incoming ServiceNow queue, ensuring effective prioritization and multitasking on various issues.

• Diagnose simple to moderately complex challenges across Tecsys Elite applications and integrations through log analysis, research, and issue recreation.

• Write SQL queries and interpret Java-based code as well as stack traces to identify root causes effectively.

• Communicate effectively with customers to confirm the business impact of each issue and keep them updated until resolution.

• Offer workarounds or alternative solutions when a permanent fix requires additional time.

• Escalate and coordinate with EBS, Cloud Operations, and BI teams when cases involve infrastructure, custom code, or other systems.

• Document solutions in the knowledge base and adhere to SLA commitments.

⛳️ Requirements

• A university degree or DEC in computer science, IT, or a related field, or equivalent experience.

• Experience in technical support, help desk, or a customer-facing support role (up to 3 years); recent graduates with internship or co-op experience are encouraged to apply.

• Strong SQL skills along with the ability to read Java-based code, logs, and stack traces.

• Excellent proficiency in written and spoken English, with strong listening skills and the capability to clearly explain technical issues.

• A logical approach to troubleshooting and the ability to manage multiple cases under pressure.

• Availability for a late shift (4 PM ET to midnight or 5 PM ET to 1 AM ET) or a weekend-based schedule (8 AM ET to 8 PM ET on weekends plus two weekdays); schedules are provided in advance.

• Fluency in written and spoken English is essential for effective communication with clients, suppliers, business partners, and colleagues outside of Quebec.

🏝️ Benefits

• Remote-first flexibility and the trust to manage your own time.

• Benefits and vacation from day one.

• Pension plan with competitive employer contribution.

• Employee events and community initiatives.

• Opportunities to learn, expand your skills, and take on new challenges.

• Collaboration with global teams.

• An inclusive workplace where everyone feels valued, respected, and empowered to thrive.