Systems Support Specialist

Overview:

The Support Specialist will be part of our System Operations team and will provide ongoing specialized Technical support and customer specific customizations to our group of external users – with a primary focus on our major Government and Law Enforcement agencies located across multiple geographically dispersed sites.  The incumbent must maintain a high level of customer satisfaction in dealing with technology-related issues.  The Support Specialist will perform a wide range of tasks ranging from technology deployment and rollout, workflow customizations, break/fix, user support and development of the existing technology infrastructure, etc. This position will be based in our Oakville, Ontario office and will report to IDEMIA’s Support & Deployment Leader.

• Provide immediate support and resolution (by phone, e-mail or use of remote support tools) by identifying, analyzing, resolving and documenting system related support issues (hardware/software/peripherals) – consult user guides, technical manuals and other resources to research and implement solutions;
• Provide customer requested workflow changes by modifying xml, Java, various scripting files.
• Minimize system software/hardware downtime - report and resolve downtime as quickly as possible using escalation process;
• Ensure that all end-users are aware of the status and progression of their incidents, problems and estimated time to resolution;
• Provide advice, guidance and training to users in response to identified difficulties and promote overall end-user self-reliance;
• Investigate, identify, troubleshoot end user issues and analyze root cause, identify application vulnerabilities, recommend and implement proactive solutions/corrective actions;
• Arrange for purchase of new equipment, spare parts to include requesting spares for newly-installed and failed equipment via the Return Merchandise Authorization (RMA) process;
• Log, monitor and report all incidents and support-related tasks that come in through the service management ticketing tool tracking;
• Spearhead remedial and preventative maintenance at central and remote locations;
• Identify opportunities to streamline operations, optimize support efforts and improve incident handling processes (time, costs and tools) – document commonly encountered issues and their resolutions as knowledge-based articles;
• Maintain and adhere to corporate IT security policies/procedures.
• NOTE:  Must be available for after-hour support and weekend on-call support on a rotating schedule

• Diploma/bachelor in computer science or related technical field
• Scripting knowledge – Javascript, bash, Python, powershell as examples
• Prior experience in editing scripts; strong desire to learn new products/services and to get some “hands-on” experience
• Ability to communicate effectively with end users at all levels who may have no technical computer background
• Intermediate understanding of Linux systems, Windows operating systems, database administration, java application/troubleshooting, SQL
• Experience in Linux server administration and application server administration, installation and configuration of software
• Experience in databases (SQLServer and/or Oracle) and ability to create and execute SQL statements/scripts to query and update data
• Experience in Windows operating system - installation, troubleshooting, installation and configuration of software
• Experience in installation and break/fix of hardware (computers, servers, peripherals)
• Ability to analyse issues and provide workable solutions
• Ability to take direction, assume personal accountability for quality and follow up/follow through on all areas of work in an urgent and expedient manner to completion
• Valid driver’s licence and access to a vehicle
• Willing to travel locally and across Canada as needed
• Bilingualism (French/English) – an asset, but not required