Service Desk Technician

4 weeks ago

Ottawa, Canada Canadian Bank Note Company, Limited Full time

Canadian Bank Note Company is a global leader in the development of customized solutions for identification, border security, excise control, currency, and lottery operations. Our customers are domestic and foreign governments, and together we work to design, launch, and support the technologically advanced secure documents and information systems that protect borders, safeguard national currencies, and generate revenue for government social initiatives.

**What’s In It **For** You?**

CBN is an organization predicated on continuous improvement and that extends to our employees. We want to see you grow and will support you in that pursuit. You’ll also get to play with some pretty cool technologies along the way

With CBN’s transition to modern, cloud-based technologies, you will play an active role in evangelizing and guiding our user community in maximizing and using these modern cloud technologies within their business operations and solutions. This role is ideal for someone who is passionate about cloud and enjoys working with customers to solve their business problems through the latest technologies.

**What Will You Do?**

The Service Desk Technician is the front-line support to all of CBN’s Corporate IT systems and service delivery teams. In this role, you will be first point of contact to our internal user community actioning their technical requests directly and/or triaging it to the appropriate service delivery team with the appropriate priority. The scope of IT you will support and administer includes but is not limited to Microsoft Cloud, Office365, Identity Management, Remote Endpoint Troubleshooting.
- ** Provide** front line technical support for all incoming support requests delivering quality focused customer service responses.
- ** Triage** and prioritize service requests needing to be assigned to appropriate service delivery teams (i.e.. network, servers, workstation, etc.)
- ** Identity Management Administration** of our Corporate Active Directory and Azure AD. Includes provisioning/deprovisioning users.
- ** Conduct** problem diagnosis and isolation collecting and documenting all relevant problem symptoms and recreation steps.
- ** Manage** all support requests in accordance with their assessed severity, service level agreements and turnaround targets.
- ** Perform** remote based troubleshooting of hardware, software, network connectivity, telephony, how-to, virus remediation, and AV system issues.
- ** Promote** proactive support actions and identify trends to assist in preventing future or reoccurring problems.

**What Will Help You Succeed?**

**_ Knowledge/Experience_**
- Minimum 2 years experience delivering Cloud technology administration and technical support (ie. AzureAD, Office365, Intune, etc).
- Experienced in performing hardware/software technical support and troubleshooting.
- Solid knowledge of Windows 10 Operating System and ActiveDirectory.
- Exposure to using ITIL/ITSM principles and processes, especially regarding Request Management, Incident Management and Problem Management.

**_ Soft Skills_**
- Service oriented (‘can-do’) attitude with a strong focus on the ‘internal customer’ approach, committed to exceeding customer expectations.
- Personable and effective communicator with the ability to vary communication style to suit the occasion and audience.
- High drive, energy, enthusiastic and self-motivating.
- Excellent written and verbal communication skills in English.

**Mandatory Requirements**
- The ability to obtain and maintain Government of Canada Secret (Level II) clearance.

People who enjoy variety and think beyond their job descriptions succeed here. As part of the team at CBN, your job is to take your career in new directions and be part of our customer’s success stories. So, if you are looking for the chance to work for a global technology company, explore new opportunities, and deliver exceptional work to your customers, we want to hear from you

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