Technical Support Analyst

Tecsys Inc.

. Own and work cases from an incoming ServiceNow queue, prioritizing and managing multiple issues at once .

Posted 10/3/2026full-timeRemote • CanadaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong SQL skills and the ability to read Java-based code, logs, and stack traces for effective troubleshooting. Capable of managing multiple cases under pressure while providing clear communication and documentation.

Highest-signal resume keywords

SQL SkillsJava-Based Code ReadingTechnical Support ExperienceProblem-SolvingCustomer Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLJavaLog AnalysisTroubleshootingCase Management

Soft Skills

Clear CommunicationListening SkillsLogical ThinkingComposure Under Pressure

Tools & Technologies

ServiceNowTecsys EliteEBSCloud OperationsBI Tools

Industry Keywords

Technical SupportHelp DeskCustomer-Facing SupportKnowledge Base DocumentationSLA Commitments

Tech Stack

Tools & technologies

CloudJavaServiceNowSQL

About the role

Key responsibilities & impact

Own and work cases from an incoming ServiceNow queue, prioritizing and managing multiple issues at once
Troubleshoot simple to moderately complex issues across Tecsys Elite applications and integrations through log analysis, research and problem recreation
Write SQL queries and read Java-based code and stack traces to pinpoint root causes
Communicate clearly with customers, confirm the business impact of each issue and keep them informed through to resolution
Provide workarounds or alternate solutions when a permanent fix takes 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 meet SLA commitments

Requirements

What you’ll need

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 and the ability to read Java-based code, logs and stack traces
Excellent written and spoken English, with strong listening skills and the ability to explain technical issues clearly
A logical troubleshooting approach and the composure 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 shared in advance
Fluency in written and spoken English is essential for communicating effectively with clients, suppliers, business partners, and colleagues outside of Quebec

Benefits

Comp & perks

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
Room to learn, stretch and take on new challenges
Collaboration with global teams
Inclusive workplace where everyone feels valued, respected, and empowered to thrive