Systems Support Specialist

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.

• Provide immediate support and resolution (by phone, e-mail or use of remote support tools) by identifying, analyzing, resolving and documenting system related support issues (hardware/software/peripherals) – consult user guides, technical manuals and other resources to research and implement solutions;
• 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;
• Investigate, identify, troubleshoot end user issues and analyze root cause, identify application vulnerabilities, recommend and implement proactive solutions/corrective actions;
• 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

• 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
• Intermediate understanding of Linux systems, Windows operating systems, database administration, java application/troubleshooting, SQL
• Experience in Linux server administration and application server administration, installation and configuration of software
• 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