IT Support Analyst

4 weeks ago

Richmond Hill, Ontario, Canada Veridos Canada Ltd. Full time

Job Overview

We are looking for a dedicated IT Support Analyst to provide exceptional service and operational support for our Identification Solutions tailored for governmental clients and regional authorities. This position allows for remote work, with occasional travel to client sites across the Americas and the Caribbean, and is based in Ontario.

The successful candidate will possess robust technical support expertise, along with experience in managing large-scale software installations.

In this role, you will collaborate with partners throughout the American Region and Veridos internal teams in the US and Europe. Addressing the software requirements of our clients, both remotely and on-site, is essential to our operations. The ideal candidate will also have proficiency in:

  • Implementing medium to large-scale software solutions, including clients, servers, databases, client software, and peripherals for biometric data capture and identity verification.
  • Traveling to client locations across the American Region, including the Caribbean, as necessary.
  • A proven track record in providing technical support for software solutions.
  • Communicating effectively and promptly with clients and Veridos internal teams.
  • Fluency in both English and French.

Key Responsibilities

  • Delivering support for Veridos Identification Solutions in diverse environments for international clients.
  • Troubleshooting and maintaining systems during service and project phases.
  • Evaluating operational tickets and change requests in collaboration with the product development team.
  • Ensuring the smooth operation of application systems by assisting clients in their daily tasks.
  • Providing technical assistance to other Veridos USA credentialing clients as required, across various geographic regions and time zones.
  • Coordinating and delivering scheduled service and support, while responding to routine and emergency requests within designated timeframes.
  • Offering backup support for other regional technical support staff as needed.
  • While your primary focus will be on technical support, you will also engage in processing changes and supporting projects.
  • Generating reports on common issues, trends, and performance in line with established Service Level Agreements (SLAs).
  • Creating and maintaining documentation such as how-to guides, Standard Operating Procedures, and materials for Root Cause Analyses.
  • Developing and managing ongoing preventative maintenance service schedules.
  • Ensuring compliance with company policies, procedures, and objectives.
  • Providing on-site support when hardware or software failures occur at client locations.
  • Performing additional responsibilities and tasks as assigned.

Qualifications and Experience

Work Experience:

  • 3-5 years of experience in customer service and technical support.

Skills and Competencies:

  • Familiarity with modern web-browser developer tools, Software Development Lifecycle, and Quality Assurance processes.
  • Proficiency in operating systems such as Windows, Windows Server, and Linux.
  • Experience managing Active Directory Structures (including DHCP, DNS, WSUS).
  • Knowledge of database administration (Oracle, PostgreSQL) is a plus, but not mandatory.
  • Ability to convey complex issues in a clear and understandable manner.
  • Excellent command of English and French, both written and verbal.
  • Strong service orientation coupled with effective communication and teamwork skills.
  • Basic understanding of collaboration tools such as Outlook, Jira, Confluence, Slack, Microsoft Office Suite, and SharePoint.
  • Familiarity with Field Operations tools like Atlassian Service Desk (ticketing system), Confluence, and Pager Duty.
  • Proficient in Microsoft software, particularly Excel.
  • Must pass a credit and criminal background check prior to employment.

Education:

  • High school diploma or GED is required.
  • An Associate Degree or certification from a trade or technical school is preferred.

Working Conditions

  • Travel is necessary across the Americas and the Caribbean.

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