Reports To:     Customer Support Manager

Mission:     To administer the technical service desk and provide technical support for all deployed systems to ensure maximum up-time for ID Systems customers. To attend to the Facial Recognition component of the applications deployed by CBN.

Job Status:     Full-Time - Permanent

Location:     Ottawa, Canada

Job Description:

Canadian Bank Note Company Limited - Identification Systems, is seeking a highly proficient Customer Support Technical Service Desk Administrator who will be responsible for providing system support working on a variety of hardware and software platforms and peripherals. Some domestic and international travel may be required.

Roles and Responsibilities include:
  • Providing 1st and 2nd line technical phone and email 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
  • Initial Diagnostics and Testing of Hardware, Software, Network Problems
  • Hardware Repair of Equipment (ex. Replace hard-disks, Printer Maintenance)
  • Software troubleshooting (ex. correcting installation or configuration problems)
  • Hardware Preventive Maintenance
  • Documentation
  • Provide sales support, as required
  • As an attendant of the Facial Recognition component:
    • Enroll and process all the manual facial templates, one to one matches, and one to many matches within the allocated service level window using facial recognition application
    • Escalate special cases to the Special Investigation Unit as necessary on regular basis
    • Communicate with the customer, Special Investigation Unit, and other staff
    • Report and escalate any technical issues (ex. hardware, software, network, database) to the appropriate technical support
    • Create and submit monthly SLA reports to the management
Mandatory Requirements:
  • Post-secondary education in Computer Science, Engineering, 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: Basic installation / troubleshooting skills: Desktop workstations, Scanners, Commercial Inkjet and LaserJet printers, and other peripherals
    • Software: Basic understanding of relational databases (Oracle DBMS is an asset), Backup Solutions, Web Servers, Web Application Servers
    • Operating Systems: Windows (Linux is an asset)
    • Networking: Basic troubleshooting skills: 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
    • Experience in working with Facial Recognition application is a plus
  • Applicants must possess excellent communication skills in English and French, orally and in writing
  • 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