Technical Support Specialist

4 months ago

Richmond Hill, Canada Veridos Canada Ltd. Full time

We make identities more secure every day.

Technical Support Specialist

**Location**:Richmond Hill**Stellen-ID**:24000**Business Sector**:Veridos Canada Ltd.Veridos handles innovative, large-scale projects every day. Whether it’s transferring 40,000 handwritten pages to a centralized population register, establishing a nationwide IT and data capture infrastructure, or issuing a country’s first standardized national smart ID cards - the experts at Veridos can expect to be regularly involved in interesting, ground-breaking and large-scale projects such as These.

Do you want to support our mission to provide governments around the world with the best identity solutions for their citizens? Would you like to do your bit to make the world a little safer for everyone?

Veridos is a valued and trusted partner of governments and regional authorities all over the world - we already count more than 70 countries among our clients. In addition to our headquarters in Berlin and offices in Munich, Veridos also has representatives around the world, including the United States, Canada, Mexico and the United Arab Emirates. We currently employ around 900 people worldwide.

Our very international team includes people from a variety of academic and professional backgrounds and many different countries. Collectively, we speak more than 10 different languages.

**Job Summary**
- We are seeking a Technical Support Specialist to join our team. In this position, you will be responsible for servicing and operating our Identification Solutions for government customers and regional authorities. This is a remote position with travel to client locations within North-, South
- America and Caribbean, and based within Ontario.- Medium to large Software Installations VD Solutions consisting of Clients, Servers, Databases, Client Software and Peripherals for biometric capturing and ID Verification.
- The ability to travel to our client’s locations in the American Region, including Caribbean (or explicitly Washington Paris, Munich for onboarding, ) as needed
- A strong history/background of Technical Support experience for Software Solutions
- Ability to communicate quickly and attentively with Client and Veridos internal teams
- Fluent in English and French

**Primary Responsibilities**
- Service of Veridos Identification Solutions in small to large environments within international customers
- Support and troubleshooting of the systems in service and project phases
- Assessing operations tickets and requests for changes in cooperation with the product development department
- Provide technical support for other Veridos USA credentialing clients as needed located in different geographic regions and time zones.
- Coordinate and deliver ongoing, scheduled service and support, and respond to routine and emergency callouts within established time-windows, as needed.
- Provide backup support coverage for other regional Technical Support personnel as needed.
- Your primary focus will be technical support, but you will learn, participate, and support in processing changes, supporting projects
- Generate reports of common issues, trends, and performance based on client’s established Service Level Agreements (SLA’s)
- Create supporting documentation such as how to guides, Standard Operating Procedures, and/or information to complement Root Cause Analyses
- Create and maintain on-going preventative maintenance service schedules
- Ensures adherence to company policies, procedures, and objectives.
- Provide onsite office support when those sites experience HW/SW failures.
- Additional responsibilities and duties as assigned

**Qualifications, Experience and Educational Requirements**

**Work Experience**:

- 3-5 years of Customer Service experience and proficiency

**Skills and Competencies**:

- Familiarity with modern web-browser developer tools, Software Development Lifecyle, and QA processes
- Experience with operating systems Windows, Windows Server, Linux
- Administration of Active Directory Structures (incl. DHCP, DNS, WSUS)
- Experience in the administration and operation of databases (Oracle, PostgresSQL) is an advantage, but not a requirement
- You have the ability to explain complex issues in a simple and understandable way
- Very good knowledge of English and French, both written and spoken
- High service orientation as well as strong communication and team skills
- Basic knowledge of collaboration tools such as Outlook, Jira, Confluence, Slack, Microsoft Office Software Suite, and SharePoint
- Familiarity with Field Operations tools such as Atlassian Service Desk (ticketing system), Confluence, Pager Duty
- Strong knowledge on Microsoft software (particularly Excel)
- Pass a credit and criminal background check prior to employment.

**Education**:

- High school diploma/GED required.
- Associate Degree or Trade or technical school certificate/diploma preferred.

**Working Conditions**
- Travel is required across the Americas and

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