Technical Support Analyst
T
TecsysHealthcare supply chain
Workable workplace: remote; Workable locations: Montreal, Quebec, Canada. Ottawa, Ontario, Canada. Toronto, Ontario, Canada, Late shift: 4 PM ET to midnight or 5 PM ET to 1 AM ET; alternatively, weekends 8 AM ET to 8 PM ET plus two weekdays.Full-TimeEntry
Salary not disclosed
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Job Details
- Languages
- Fluency in written and spoken English is essential.
- 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
- Required Skills
- SQLJavaServiceNowTroubleshootingTechnical support
Requirements
- Have a university degree or DEC in computer science, IT, or a related field, or equivalent experience.
- Have experience in technical support, help desk, or a customer-facing support role; recent graduates with internship or co-op experience are encouraged to apply.
- Bring strong SQL skills.
- Be able to read Java-based code, logs, and stack traces.
- Have a logical troubleshooting approach.
- Be able to manage multiple cases under pressure.
- Have excellent written and spoken English and strong listening skills.
- Be able to explain technical issues clearly.
- Be available 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).
Responsibilities
- Own and prioritize cases from the incoming ServiceNow queue while managing multiple issues.
- Troubleshoot simple to moderately complex issues across Tecsys Elite applications and integrations.
- Analyze logs, research issues, and recreate problems.
- Write SQL queries and read Java-based code and stack traces to pinpoint root causes.
- Communicate with customers, confirm business impact, and keep them informed through resolution.
- Provide workarounds or alternate solutions when a permanent fix takes time.
- Coordinate escalations with EBS, Cloud Operations, and BI teams for infrastructure, custom code, or other systems issues.
- Document solutions in the knowledge base and meet SLA commitments.
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