Technical Support Analyst

Tecsys Inc.

. Own and handle tickets in the “ServiceNow” queue, prioritizing and managing multiple requests simultaneously .

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

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong technical support capabilities with expertise in SQL and Java, effectively diagnosing and resolving issues while maintaining clear communication with customers. Proven ability to manage multiple requests under pressure and document solutions in a knowledge base.

Highest-signal resume keywords

SQL SkillsJava Code ReadingTechnical Support ExperienceProblem-Solving SkillsServiceNow Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

SQLJavaLog AnalysisIssue ReproductionTicket Management

Soft Skills

Clear CommunicationStrong Listening SkillsLogical Problem-SolvingComposure Under Pressure

Tools & Technologies

ServiceNowTecsys Elite Applications

Industry Keywords

Technical SupportHelp DeskCustomer SupportSLA Commitments

Tech Stack

Tools & technologies

JavaServiceNowSQL

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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