Careers » Opportunities » System Support Specialist - Tier 3

Your mission will be to contribute to the delivery of exceptional service to stakeholders as a member of this newly created technical resource team in supporting all deployed systems ensuring maximum up-time for Manufacturing Operations at 145 Richmond Road.

Note: The selected candidate must possess Secret level security clearance.

Roles and Responsibilities include:
  • Assisting in the establishment of a Plant Systems Support Process.
  • Prioritizing and developing strategies to pursue the established plan.
  • Maintaining external and internal relationships to deliver exceptional customer service at all times.
  • Interacting with Operational Directors in order to meet system support requirements and system upgrades initiatives.
  • Becoming fully knowledgeable on the complete range of CBN Manufacturing products and services. Keep abreast of new developments and technology and understand how this applies to our existing customers.
  • Developing service standards based on Manufacturing Engineering requirements.
  • Initiating improvements to the department to help facilitate positioning for future opportunities and increase quality and effectiveness of service.
  • Identifying key service partnerships/subcontractors to strengthen the customer support solution.
  • Assisting with development of operational strategies and processes for effective and efficient service delivery.
  • Ensuring service level compliance.
  • Developing and maintaining standard cost model for support services.
  • Acting as a point of escalation for stakeholder issues that are not appropriately addressed by operations teams.
Qualifications:
  • University Degree (minimum 3 year) in Computer Systems, Engineering or an equivalent combination of Education and relevant Experience.
  • A least 3 years experience in providing technical support directly to end users covering the following:
  • Hardware: Desktop workstations and servers, Tape Storage Devices (internal/external), Scanners, Commercial Inkjet and LaserJet printers.
  • Software: Oracle DBMS (preferably version 8), Windows 2000 Server/2000 Professional/NT, Linux, Web Servers, Web Application Servers.
  • Networking: LAN Support, TCP/IP networks, ODBC, Routers, Hubs, Switches, Modems.
  • Client Server Applications & Web Applications.
  • Communication directly with customers.
  • Use of Help Desk tools and trouble ticket tracking processes.
  • Understanding of support agreements and their implied service levels.
  • Applicants must possess excellent communication skills.
Proven track record in:
  • Developing and maintaining strong and trusted relationships with stakeholders.
  • Consistently achieving and exceeding established targets and objectives.
  • Managing direct reports and virtual teams.
  • Negotiation and arbitration skills, leading to "win-win" resolutions.
  • Managing technical support teams.
  • Implementing processes to obtain certifications in quality standards such as ISO and/or ITIL and other audits.
  • Conduct requirements analysis for software/hardware systems.
  • Managing service levels and achieving service level compliance.
Ability to:
  • Troubleshoot, problem resolution skills - ability to use formal problem solving methodologies (i.e. Kepner Tregoe) to isolate and resolve problems within an SLA tiered support model.
  • Teamwork - ability to contribute in a technical support team demonstrating technical development, customer support orientation, training and process improvement. Execute priorities assigned by Manufacturing Engineering Management Team.
  • Effectively use resources.
  • Work independently or in a group setting.
  • Convey ideas and information effectively and efficiently.
  • Think strategically, see the "big picture" and is detailed oriented.
  • Resolve conflicts with stakeholders employing necessary tact and diplomacy.
Other:
  • Listening and interpretive skills to facilitate leadership and maintain effective relationships.
  • High degree of tenacity and persistence to get tasks completed on schedule.
  • Excellent communication skills.
  • Extremely motivated, meticulously organized, possessing premium analytical skills.
  • Strong understanding of deadlines and commitment to schedules.
  • Performs well under pressure.
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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