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Added 3 mins ago
Pre-Construction Project Manager
ATCO Structures
Grimsby, ON
Full-time
…housing developments? ATCO is seeking a Preconstruction Project Manager to join our Permanent Modular Construction (PMC) team. This is your opportunity to support the development of housing…
Added 4 mins ago
Registered Practical Nurse - FT Limited Time Contract
St. Michael's Homes
Toronto, ON
Full-time · Contract
Reporting to: Program Manager, Hospital Overflow Program
Added 4 mins ago
Staff Product Manager, AI Agents & Intelligence
commonsku
Remote, Canada
$150,000 to $180,000 CAD / year
Full-time · Remote
We’re growing - and we’re hiring a Staff Product Manager, AI Agents to join our Product team! In this role, you’ll help us own the strategy, roadmap, and delivery of commonsku's…
Added 18 mins ago
Delivery Specialist - OpenRoad Lexus Richmond
OpenRoad Auto Group
Richmond, BC
Full-time
Provide support to the Sales Department during the vehicle delivery process.
Added 18 mins ago
In-Flight Director - Bilingual
Flair Airlines Ltd.
Montreal, QC
Full-time
Added 18 mins ago
Program Leader, Back on Track
YBC
Abbotsford, BC
Up to $58,633.64 CAD / year
Full-time
…community. As the Program Leader, you'll lead the day-to-day delivery of Back on Track in Abbotsford while working directly with youth, families, schools and community partners. This is a…
Added 33 mins ago
Support Worker
NHS Tayside
Angus, ON
Internship
The role is primarily focused on supporting the delivery of occupational therapy interventions across both inpatient and community services. There will also be opportunities to undertake…
Added 34 mins ago
Supply Chain Manager Products Refining
Shell
Scotford, AB
Full-time
Shell Canada is looking for an experienced Supply Chain Manager to lead supply chain strategy, commercial delivery and operational performance across our two Canadian manufacturing sites,…
Added 34 mins ago
Operations Training Advisor
UFA Co-operative Ltd.
Calgary, AB
Solid knowledge of adult learning theory and application, e-learning design, development and delivery.
Added 34 mins ago
Feedlot Technician
UFA Co-operative Ltd.
Calgary, AB
Reporting to the Manager, Feedlot Solutions, the Feedlot Technician is responsible for the service and maintenance, programming, emergency response on call repairs and the required product…
Added 34 mins ago
Information Technology Audit Manager
Sun Life
Toronto, ON · Sun Life Toronto One York
Full-time
The Information Technology (IT) Audit Manager is a role within IA that will report to the Director (IT Digital and Data), within Internal Audit. The incumbent will support the execution of…
Added 48 mins ago
Account specialist, High Value at Risk (HVAR)
BMO
AB · Alberta, Canada
Part-time
Develops rapport and instils confidence with clients in order to develop credibility and earn their trust as relationship manager.
Added 48 mins ago
Warehouse Manager
Sysco
Vancouver, BC · Buckhead Vancouver
Full-time
The Warehouse Manager is responsible for the overall leadership and management of warehouse operations. This role oversees all aspects of warehouse activities, including receiving, picking,…
Added 48 mins ago
Senior Manager, Strategic Execution and Data Transformation
Royal Bank of Canada
Toronto, ON
Full-time
…high-performing and motivated leader to join our team to lead the delivery of enterprise-wide strategic and regulatory initiatives. This role enables business-driven transformation by…
Added 1 hour ago
LR259591 - Walk in Service Development Manager
NHS Scotland
Richmond, BC
Contract
The Walk‑In Service, hosted by the Out of Hours Primary Care (GMED) team, is recruiting a Walk‑In Service Development Manager to help shape and deliver an innovative national pilot…
Added 1 hour ago
Financial Planning and Performance Manager
The Magnum Ice Cream Company
Toronto, ON
Full-time
Financial Planning & Performance Manager is key business partner to the TMICC Canada Cross-Functional and Leadership Teams, playing a central role in shaping commercial decisions, growth…
Added 1 hour ago
Senior Key Account Manager, Oil, Gas & LNG
BC Hydro
Vancouver, BC
Full-time
The Senior Key Account Manager (KAM) is responsible for developing and maintaining strategic relationships with BC Hydro's largest and most complex Oil, Gas and LNG customers. This role…
Added 1 hour ago
Organizational Change Manager
Focus Systems Inc.
Regina, SK
Contract
Focus Systems is seeking an experienced Organizational Change Manager to support an organizational change delivery across selected business initiatives and IT projects.
Added 1 hour ago
GIS Analyst
Land Title & Survey Authority of BC (LTSA) / LandSure Systems
Vancouver, BC
Reporting to the Manager, GeoData Services , the GIS Analyst will work closely with the GeoData team and interact with Land Title and Surveyor General staff. The GIS Analyst updates the…
Added 1 hour ago
Sexual Assault Counsellor II
Salal Sexual Violence Support Centre
Vancouver, BC
Full-time
Work cooperatively and collaboratively with the program coordinator and Manager, Counselling Programs & Clinical Supervision to develop, implement and maintain programs, guidelines and…
Added 1 hour ago
Branch Manger
Bow Valley Credit Union
Airdrie, AB
Full-time
The Branch Manager is responsible for the management and coordination of the branch's full spectrum operation including attaining targets in deposits, loans, memberships, and profitability…
Added 1 hour ago
Senior PSP Strategy Advisor
Sanofi
Toronto, ON
Full-time
…cross-functional ecosystem and strategic vendor partnerships ensure the delivery of world-class services that measurably improve patient outcomes and access to life-changing…
Added 1 hour ago
Quality Engineer II (Mainframe)
TD
Toronto, ON
Full-time
Review business requirements, solution designs, technical specifications and data mappings; identify testability gaps, dependencies and risks early in delivery.
Added 1 hour ago
In-Flight Director - Bilingual
Flair Airlines
Montreal, QC
Full-time
Added 1 hour ago
Sr. Product Manager, Mobile App
Rivian and Volkswagen Group Technologies
Remote, Canada
$96,800 to $128,260 CAD / year
Full-time · Remote
We are seeking a Product Manager to help lead the Rivian mobile app experience. The app is how owners live with their vehicle every day: checking status and state of charge, sending remote…

AGS

Second Line Support Analyst

Toronto, ON, Canada

Pay: $70,000 to $85,000 CAD / year
Job type: Full-time
Apply by: Oct 23, 2026
Experience: At least 2 years' experience within an Application Support, Systems Support or IT Support position.
Posting language: English
Posted: Sep 23, 2026

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Original job description

2nd Line Application Support Analyst

Toronto, Canada

C$70,000 - C$85,000 Base + Benefits

Department: IT / Application Support

Reporting to: Application Support Manager – UK

Working with: UK Support Team, Business Stakeholders, System Users, Development Teams and Third-Party Vendors

About the Role:

We are looking for an experienced and service-focused 2nd Line Application Support Analyst to join an expanding support function based in Toronto.

This is a key position within the application support team, working closely with business users and stakeholders in Canada while maintaining strong links with colleagues in the UK. You will provide day-to-day support across a range of business-critical applications, ensuring issues are investigated thoroughly and resolved efficiently.

The successful candidate will have a strong analytical mindset and be comfortable working through application, system and data-related problems. You will take ownership of incidents from initial investigation through to resolution, escalating more complex issues to development or third-line teams where appropriate.

The Opportunity:

This is an excellent opportunity for an experienced Application Support professional to take a key role within a growing support function, providing hands-on 2nd line support while working closely with users, technical teams and stakeholders across Canada and the UK.

You will play an important part in maintaining the stability and effectiveness of business-critical applications, resolving incidents, supporting data integrity and helping to continually improve the overall support service.

Key Areas of Responsibility

Application & Systems Support

Deliver effective 2nd line support across business-critical applications and systems.
Investigate application incidents and service requests, identifying the underlying cause and implementing appropriate resolutions.
Monitor support queues and ensure tickets are progressed in line with agreed service levels.
Analyse recurring problems, carrying out root cause investigations and identifying appropriate corrective actions.
Maintain clear and comprehensive records of incidents, resolutions and other support activity.

User & Stakeholder Support

Serve as a key contact for application users across the organisation.
Work with stakeholders to understand the business impact, urgency and priority of reported issues.
Keep users and stakeholders informed throughout the incident and resolution process.
Develop effective working relationships with internal teams, system users and third-party suppliers.
Communicate technical information clearly to both technical and non-technical audiences.

Incident Management & Escalation

Assess and triage incoming incidents, determining their severity, impact and priority.
Take ownership of support issues through to resolution and closure.
Produce clear and detailed tickets and escalation information when issues need to be referred to development teams or external vendors.
Work collaboratively with UK-based support and technical teams to coordinate investigations and resolutions.
Contribute to incident reviews and post-incident investigations where required.

Data Analysis & Support

Investigate application and data-quality issues, identifying discrepancies and working towards appropriate resolutions.
Use SQL and relevant reporting or analytical tools to investigate, validate and troubleshoot data.
Carry out authorised data amendments or corrections in accordance with established change control procedures.
Monitor recurring data problems and identify trends that could be addressed through preventative action.

Team Collaboration & Improvement

Work closely with the UK support function to share knowledge and maintain consistent support practices.
Help develop and maintain support documentation, knowledge articles and standard operating procedures.
Support application testing, release validation and change management activities.
Look for opportunities to improve support processes, monitoring capabilities and overall service delivery.
Contribute ideas that can improve the reliability and efficiency of the applications and support function.

Skills & Experience Required

Essential Requirements:

At least 2 years' experience within an Application Support, Systems Support or IT Support position.
Proven experience troubleshooting and supporting business applications within a live/production environment.
Strong incident management, investigation and problem-solving capabilities.
Experience working with and resolving data-related issues.
Confident writing and running SQL queries for investigation, analysis and troubleshooting.
Experience working with IT Service Management (ITSM) platforms such as Jira, ServiceNow, Zendesk or similar.
Strong communication and interpersonal skills, with the ability to work effectively with both technical and non-technical stakeholders.
Able to organise and prioritise workload effectively while managing several issues at the same time.
A methodical approach with strong attention to detail and analytical ability.

Desirable Experience:

Previous experience working within international or geographically distributed teams.
Understanding of software development lifecycles and formal change management processes.
Experience supporting applications within logistics, supply chain, customs, finance or ERP environments.
Familiarity with APIs, integrations and data interfaces.
ITIL Foundation certification or equivalent knowledge/qualification.

What We're Looking For

We are looking for someone who takes ownership of issues and is committed to delivering a high level of service to users.

You will ideally be:

Customer-focused with a strong service mentality.
Accountable and willing to take ownership of problems through to resolution.
Professional, approachable and collaborative in your working style.
Comfortable working independently while staying closely connected with remote colleagues.
Adaptable and able to operate effectively in a busy, fast-moving support environment.

Measuring Success

Success in the role will be demonstrated through:

Consistent achievement of agreed SLA and incident resolution targets.
Strong first-time resolution performance.
Effective management and reduction of the support ticket backlog.
Positive feedback and satisfaction from business users and stakeholders.
Accurate, clear and consistent incident documentation.
Identification and reduction of recurring issues through effective root cause analysis and continuous improvement.

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More about this job

Responsibilities

Provide second-line support for business-critical applications by investigating incidents, resolving application and data issues, managing tickets against service levels, and escalating complex problems to development teams or vendors. Collaborate with users, stakeholders, and UK-based teams while maintaining support documentation and contributing to testing, change management, and service improvements.

Requirements

Applicants need at least two years of application, systems, or IT support experience, including production troubleshooting, incident management, data issue investigation, and confident use of SQL. They should have experience with an ITSM platform, strong analytical and communication skills, and the ability to prioritize multiple issues; international team experience, relevant industry exposure, API familiarity, and ITIL knowledge are desirable.

Skills

Application Support
Systems Support
Incident Management
Troubleshooting
Root Cause Analysis
SQL
Data Analysis
Data Quality
IT Service Management
Ticket Management
Stakeholder Communication
Problem-Solving
Change Management
Application Testing
Service Level Management
Technical Documentation

Visa sponsorship

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Keywords

Application Support
Second-Line Support
Business-Critical Applications
Incident Management
Service Requests
Root Cause Analysis
SQL
Data Quality
Data Integrity
ITSM
Jira
ServiceNow
Zendesk
Service Level Agreements
Ticket Management
Escalation Management
Change Control
Change Management
Application Testing
Release Validation
APIs
Integrations
Data Interfaces
ITIL Foundation
Logistics
Supply Chain
Customs
Finance
ERP

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