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Customer Support Engineer

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General Objective:

Canadian Bank Note Company Limited - Identification Systems, is seeking a proficient Customer Support Engineer who will be responsible for providing technical support to IT infrastructure. This position offers an excellent opportunity to gain experience and growth as an IT professional within an exceptional team of Systems and Network Administrators.


* Must be eligible for a secret level Government of Canada security clearance;
* Manage and address incoming customer service requests;
* Conduct problem diagnosis, problem isolation, and problem resolution of support requests and incidents in accordance to assessed severity, service level agreements and turnaround targets;
* Participate in Tier I, II and III support to CBN customers within contractual SLAs;
* Troubleshoot system, networking and storage issues;
* Use internal service desk ticketing system to track, resolve and escalate support incidents or service requests;
* Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs, such as backups;
* Perform regular security monitoring to identify any possible security issues;
* Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary;
* Repair and recover from hardware or software failures;
* Manage of user accounts on request;
* Perform hardware installation, configuration, maintenance, troubleshooting and repairs as necessary;
* Plan and perform software installation, configuration, upgrades and patching;
* Troubleshoot and resolve system issues including availability, security, stability or performance issues;
* Perform preventive maintenance activities;
* Provide 24x7 On-call support as required on site as well as remotely over the phone on rotation basis;
* Follow business and security procedures as communicated by CBN;
* Follow security and access procedures, guidelines and policies, as communicated by the customer.


* University Degree or College Diploma in Computer Science, Engineering or related field;
* Keen interest and understanding of following technologies:
> Linux Administrator;
> Windows Servers;
> Networking: switches/routers/firewalls;
> Support Windows Active Directory;
> VMware;
> Apache Web Server in combination with Tomcat;
> Antivirus and endpoint protection platform;
> Client Management Tools.

Additional Skills and Attributes:

* Ability to meet tight deadlines and adapt to changing priorities;
* Performing well under pressure;
* Detail oriented approach;
* Self-motivated and action oriented;
* Team player;
* Creative problem solving skills;
* Excellent conflict resolution skills;
* Excellent oral and written communications skills in English. French is an asset;
* Industry certifications is an asset, especially MCSE, LPI, ITIL.

As an Equal Opportunity Employer, Canadian Bank Note Company, Limited is committed to achieving a skilled and diversified workforce that reflects the diversity of the Canadian population. We encourage applications from women, visible minorities, people with disabilities and Aboriginal people.
No phone calls or agencies, please.