Systems Operations Specialist

1 week ago

Oakville, Canada IDEMIA Full time

Overview:

- The Support Specialist will be part of our System Operations team and will provide ongoing IT and technical support for various customers & projects. 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, break/fix, connectivity issues, user support and support of the existing technology infrastructure, etc. This position will be located at our Oakville, regional office and will report to IDEMIA’s Support & Deployment Leader.

**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;
- Ensure reliable “hot spare” laptop inventory and ensure systems are refreshed regularly;
- Assist in the disposal of old/obsolete equipment in accordance with recycling best practices;
- 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.
- Valid driver’s licence and access to a vehicle
- Willing to travel locally and across Canada as needed
- Available for after hours and weekend on-call support on rotating schedule

Qualifications:

- Bilingualism (French/English)
- 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 computer background
- In depth knowledge/understanding of:

- Windows experience (installation, configuration and troubleshooting)
- Installation of hardware (PCs and peripherals) and software
- Networks, VPN and remote access software
- Active directory/domain administration
- Disk imaging software
- famliarity with java programming language
- Basic scripting knowledge
- 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

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