Careers » Opportunities » Service Desk Administrator - Customer Support

Identification Systems, Customer Support

Mission: To administer the technical service desk and provide technical support for all deployed systems to ensure maximum up-time for ID Systems customers.

Roles and Responsibilities include:
  • Providing 1st and 2nd line technical phone support to customers and regional support engineers.
  • Managing, escalating, and reporting on Support Tickets.
  • Managing Estimates for the hardware repairs.
  • Providing on-site support to customers.
  • Maintaining system inventory including spare parts and consumables.
  • Installation and configuration of system components (hardware and software).
  • Training of operators on system usage.
  • Diagnostics and Testing of Hardware, Software, Network Problems.
  • Hardware Repair of Equipment (ex. Replace hard-disks, power supply, UPS Batteries, Printer Maintenance).
  • Software troubleshooting (ex. correcting installation or configuration problems).
  • Hardware Preventive Maintenance.
  • Documentation.
  • Provide sales support, as required.
Mandatory Requirements:
  • Post-secondary education in Computer Science or related field.
  • At least 3 years experience in providing technical support directly to end users covering the following:
    • 1st and 2nd line telephone and on-line technical support
    • On-site technical support
    • Hardware: Desktop workstations, Scanners, Commercial Inkjet and LaserJet printers, and other peripherals
    • Software: Basic understanding of relational databases (Oracle DBMS is as asset), Backup Solutions, Web Servers, Web Application Servers
    • Operating Systems: Windows (Linux is an asset)
    • Networking: LAN Support, TCP/IP networks, ODBC
    • Client Server Applications & Web Applications
    • Communicating directly with customers using necessary tact
    • Understanding of Help Desk tools and trouble ticket tracking processes
    • Understanding of support agreements and their implied service levels
    • Inventory maintenance
  • Applicants must possess excellent communication skills (English and preferably French) orally and in writing. Spanish is a plus.
  • Successful candidates must qualify for or possess a valid security clearance (secret).
Other skills:
  • Strong understanding of deadlines and commitment to schedules.
  • Performs well under pressure.
  • Detail oriented approach.
  • 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.

Please send your resume to:

Canadian Bank Note Company, Limited
Human Resources
145 Richmond Road
Ottawa ON K1Z 1A1
Fax: 613-722-4561

Please quote the position of interest in the subject line of your email.

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