Systems Support Specialist - Jobs in Oakville, ON

Job Description

Overview:IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person- one identity.Responsibilities:Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We use a variety of technologies and approaches to deliver quality products and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person-one identity.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 – with periodic focus on our Global ID Services and Revenue Share Partners offices 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, 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.Provide immediate support and resolution (by phone, e-mail or use of remote support tools) by identifying, analyzing, resolving and documenting computer-related support issues (hardware/software/ peripherals) – consult user guides, technical manuals and other resources to research and implement solutions;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 Windows 7/10 OS 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;Migrate systems while maintaining minimal downtime;Install, configure and troubleshoot various software applications/virus solutions/hardware to meet user requirements; assist with proactive refresh cycles, patch compliance upgrades projects, data backups; workstation set up for all new users (configure servers, create user accounts, etc.);Partner with our Engineering team to facilitate server level debugging of our application by analyzing logs, writing and executing Linux bash scripting as well as SQL scripts;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 scienceBilingualism (French/English) – an assetPrior experience preferred but not mandatory; strong desire to learn new products/services and to get some “hands-on” experienceAbility to communicate effectively with end users at all levels who may have no technical computer backgroundIn depth knowledge/understanding of:Windows 7 (installation, configuration and troubleshooting)Installation of hardware (PCs and peripherals) and softwareNetworks, VPN and remote access softwareActive directory/domain administrationDisk imaging softwareFunctional experience with Linux/Unix systems, database administration, java application/troubleshooting, server administration, VMWare/virtual machine technologies, SQL, networking e-mail server (SMTP, eSMTP, IMAP, POP) would be tremendousAbility 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 completionValid ‘G’ driver’s licence and access to a vehicleWilling to travel locally and across Canada as needed