Systems Support Specialist

5 days ago

Oakville, Canada IDEMIA Full time

Overview:
The Systems Support Specialist will be part of our System Operations team and will provide ongoing Tier 1 to 3 support desk solutions to our group of remote users and on site customer support. 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, resolve connectivity issues, user support and development of the existing technology infrastructure, etc. This position is based out of our Oakville, Ontario office and will report to the Systems Support Supervisor.

**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;
- 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
- Bilingualism (French/English) - an asset
- 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 7/10 (installation, configuration and troubleshooting)
- Installation of hardware (PCs and peripherals) and software
- Networks, VPN and remote access software
- Active directory/domain administration
- Disk imaging softwareAbility 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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