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Customer Support Engineer

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General Objective:

Canadian Bank Note Company Limited - Identification Systems, is seeking a proficient Technician / Customer Support Engineer who will be responsible for providing technical support to fully automated ID issuance systems as well as IT infrastructure. Some domestic travel is required.


* 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 repair as necessary;
* Plan and perform software installation, configuration, upgrade 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;
* Work in shifts from time to time may be required (day shift / evening shift / weekend shift).


University Degree or College Diploma in Computer Science or Engineering;
* Related experience for the position was acquired in a previous position (or by internship), in one or more of the following fields:
> Linux Servers;
> Windows Servers;
> Networking: switches/routers/firewalls;
* Support of operational Windows Active Directory in heterogeneous environment (Unix and Windows Systems). Management of AD permissions and Trust relationships. Management of Forest, Domain, OU, User Object management;
* Design, planning, configuration, administration and troubleshooting of Microsoft Windows AD/OS environments;
* VMware, LDAP, Samba, Windows Server Update Services;
* Apache HTTP Web Server in combination with Tomcat;
* Antivirus and endpoint protection platform;
* Client Management Tools;
* Imaging Enterprise Software;
* Operational experience of a SAN platforms;
* Industry certifications is an asset, especially MCSE, LPI, ITIL;
* Excellent oral and written communications skills in English. French is an asset.

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.

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.