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Customer Support, Security and Facilities

2 weeks ago

Oakville, Canada IDEMIA Full time

**Overview**:
The Security and Facilities Specialist will be part of our System Operations team and will provide ongoing support to our group of remote users and on site support. The incumbent must maintain a high level of customer satisfaction in dealing with technology-related issues. The Role will perform a wide range of tasks ranging from internal system deployment and rollout, resolve connectivity issues, user support and development of the existing infrastructure, etc. This position is based out of our Oakville, Ontario office and will report to the Onsite ITSec Manager

**Responsibilities**:
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;
Migrate systems while maintaining mínimal downtime;
Manage, upgrading and migrating infrastructure equipment (Security systems and servers, network equipment)
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.
Maintain physical security systems - door and fingerprint user database and user enrollment

Interface with Property Management, Building Landlord and vendors for uplift and upkeep of facilities
MUST be the lead of the JSC team

**Qualifications**:
Experience with using and administrating windows and linux based servers.

Prior experience preferred but not mandatory; 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 background

**In depth knowledge/understanding of**:
Windows - installation, configuration and troubleshooting
Linux - installation, configuration and troubleshooting
Installation of hardware (PCs and peripherals) and software
Functional experience in server administration, VMWare/virtual machine technologies
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
Excellent written, verbal and interpersonal skills

**nice to haves**:
Hands-on experience working as a system or network administrator
Able to create offline patching server environment for offline patching of servers
Knowledgeable with Various network protocols (DHCP, SNMP, DNS, STP, ARP, ICMP, FTP, VPN etc.)
Strong understanding of best practices regarding system security
Hands-on experience working as a system engineer and network administrator