OVERVIEW:

The Technical Support Analyst – Level II is responsible for providing advanced technical support across MacEwen’s multi-site operational environment, including office, retail, field, and site-based technology. This role supports day-to-day IT operations by resolving escalated incidents and service requests, assisting with field and site support activities, and contributing to the delivery of small to mid-sized IT projects.

This position plays an important role in MacEwen’s IT transition plan by increasing operational capacity, improving service responsiveness, reducing pressure on senior technical staff, and supporting the evolution of a more structured IT operating model. The successful candidate will be a hands-on, service-oriented technician who can work independently, communicate effectively with end users and vendors, and contribute to both support and project-based work.

RESPONSIBILITIES:

• Ensure tickets, work performed, resolutions, and follow-up actions are documented accurately and completely.
• Troubleshoot desktops, laptops, printers, mobile devices, Microsoft 365, access, and common business applications.
• Document work performed, resolutions, and follow-up actions.
• Provide onsite support for branches, stores, terminals, and other locations, including installs, replacements, and changes.
• Assist with Active Directory, Microsoft 365, Entra ID, endpoint setup, access management, and basic connectivity troubleshooting.
• Work with internal specialists and third-party providers to resolve technical issues.
• Participate in maintenance, standardization, and cleanup activities.
• Assist with small and mid-sized IT projects by completing assigned tasks, supporting deployments, and flagging issues.
• Work with vendors and internal teams to resolve issues, support delivery, and follow IT processes.
• Any other duties as may reasonably be required.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED TO BE SUCCESSFUL:

• Diploma, degree, or equivalent experience in Information Technology or a related field.
• 3 to 7 years of experience in IT support, field services, or technical operations.
• Experience supporting users in a multi-site environment.
• Valid driver’s license and ability to travel regularly.
• Strong troubleshooting and problem-solving skills.
• Working knowledge of Windows, Microsoft 365, Active Directory, hardware support, and basic networking.
• Strong communication, organization, and customer service skills.
• Ability to manage multiple priorities and work independently.

ASSETS:

• Experience in retail, petroleum, logistics, or other distributed operations.
• Familiarity with POS systems, operational devices, Intune, or mobile device management.

WHY JOIN THE MACEWEN TEAM?

• The salary range for this role is between $75,000-$85,000 per year. Salaries are based on years of relevant experience and education.

• Learn and collaborate with the best in the industry.

• Supportive colleagues and leaders who are passionate about providing exceptional service.

• Competitive compensation package.

• 3 weeks vacation to start.

• Complete benefits program including health, medical, dental, and life insurance.

• RRSP plan with Company match from day one.

• “The perks” include employee gym membership reimbursement, discounts on motor fuels at our service stations, and purchases of equipment and heating oil.

OUR CORE VALUES:

It is important to us that when you consider a new opportunity, you understand a little about the company, its history, and its values. It is important to us that our values fit with yours, then everyone wins. Our Core Values are the cornerstone of who we are as a company, and what we value. We hope that our Core Values speak to you and what you value.

-Customers First- We exist, first and foremost to serve our customers. They must be at the heart of all the decisions we make. -Long-Term Focused- We value long-term success over short-term gains. -Respect Each Other- Each person with whom we work, communicate, and do business is valued and treated with dignity and respect. -Do The Right Thing- We stand by our word and do what's right. -Own It- We are encouraged to be entrepreneurial and make decisions as if the business were our own. -Ever Evolving- We embrace positive change and always seek to improve.

MacEwen is a Canadian-owned and operated fuel and convenience provider that has successfully built and sustained customer relationships in Ontario and Quebec for nearly 50 years.

MacEwen is recognized as one of Canada's leading independent petroleum and convenience store companies with over 125 retail locations, 17 Divisional Offices, and two distribution centers with identified brands such as Quickie, Jutzi, MacEwen and Esso.

The Company's continuing success is based on each one of our 300+ employees living our core values. First and foremost is our commitment to taking care of our customers.

Before an offer of employment is extended, a minimum of two business references will be required and candidates must complete pre-employment testing which comprises a criminal record check.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Please notify Human Resources if you wish to receive this job posting in a different format or if you require any other accommodation during the recruitment process.

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

This posting is for a vacant position.