Systems Support Specialist

1 day ago

Oakville, Canada IDEMIA Full time

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.

**Responsibilities**:

- 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;
- 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

Qualifications:

- 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
- 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

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