Canadian Bank Note Company Limited - Identification Systems, is seeking a highly proficient bilingual (English and French) Customer Support Engineer (System Administrator), who will be responsible for providing system support on a variety of hardware and software platforms and peripherals. Some domestic and international travel is required.
* Reside at the customer site for extended periods of time to provide an initial point of contact and on-site support for the customer;* Provide first, second and third line technical support to internal and external customers on site and remotely;* Provide ongoing training for operators on system usage on site;* Monitor, collect statistical information, and provide reporting on system performance;* Based on statistics, make recommendations to improve system performance;* Perform basic hardware repair of equipment (ex. Replace hard-disks, power supply, UPS Batteries, Printer maintenance);* Perform diagnostics, testing, and troubleshooting of hardware, software, o/s and network issues (ex. correcting installation or configuration problems);* Plan and perform hardware installation, configuration, maintenance, troubleshooting and repair as necessary;* Plan and perform software installation, configuration, upgrade and patching;* Troubleshoot and resolve system issues including availability, security, stability or performance issues;* Maintain system inventory including spare parts and consumables;* Perform hardware Preventive Maintenance;* Maintain effective and timely communication with the customer;* Manage preparation of monthly Operational Status Reporting;* Establish priorities with team and manage on-site and off-site work activities;* Follow business and security procedures as communicated by CBN;* Follow security and access procedures, guidelines and policies, as communicated by the customer;* Provide 24x7 On-call Emergency on site and phone support as required;* Provide first line technical phone support after hours on rotation basis;* Work in shifts on rotation basis in between 6:30 AM and 11:00 PM.
* Post Secondary Education in computer science, computer engineering or related field;* Successful candidates must possess valid secret security clearance;* Applicants must possess excellent communication skills in both French and English (orally and in writing);* Must be able to work in different shifts and on call; * Ability to travel on short notice;* Ability to drive;* Must have a valid driverís license;* Qualified candidates must have at least 5years of experience in providing technical support directly to end users, covering the following:> Hardware: Desktop workstations and servers (standalone and blades), Tape Storage Devices (internal/external), RAID, Scanners, Commercial Inkjet and LaserJet printers, Hardware automation;> Software and o/s: Windows Workstation, Windows server, Windows AD, VMware Infrastructure, Web Based Application Servers (Apache/Tomcat). Experience with Linux SuSE o/s is a plus;> Basic Networking: LAN Support, TCP/IP networks, Switches, VPN, Firewalls (NIDS and HIDS) and understanding of Network Monitoring Systems;> SAN: understanding of Fiber Channel and iSCSI is a plus;> Understanding of Help Desk tools and trouble ticket tracking processes;> Understanding of support agreements and their implied service levels;> Understanding of NIDS and HIDS a plus;> Experience with scripting languages such as Perl and Python a plus;> Experience with Centralized AV Management a plus;> Experience with backup solution such as Data Protector, Backup Exec or similar a plus;> Experience with remote access administration software a plus;> Proven ability to write excellent technical documentation a plus.
* Strong understanding of deadlines and commitment to schedules;* Performs well under pressure;* Detail oriented approach;* Self motivated and action orientated;* Team player;* Creative problem solving skills;* Excellent conflict resolution skills.
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.