Title: System Administrator (Customer Support Engineer)

Reports To: System Administration Team Leader

Mission: To provide technical support for all deployed systems to ensure maximum up-time for ID Systems customers

Job Status: Full-Time . Permanent

Location: Ottawa, Canada

Job Description:

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

Roles and Responsibilities include:

  • Providing technical phone support to customers and regional support engineers
  • Providing on-site support to customers
  • 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)
  • Maintaining system inventory including spare parts and consumables
  • Hardware Preventive Maintenance
  • Documentation
  • Provide sales support, as required
  • 7x24 on call support on rotation basis

Mandatory Requirements:

  • Post-secondary education in Computer Science, Engineering or related field
  • At least 5 years experience in hands on system administration and support, providing technical support directly to end users, covering the following areas, specializing in one, or more than one, in them:
    • Hardware: Desktop workstations and servers (standalone and blades), Tape Storage Devices (internal/external), RAID, Scanners, Commercial Inkjet and LaserJet printers, Hardware automation
    • Software: Backup Solutions, Web Servers, Web Based Application Servers (Apache/Tomcat)
    • Operating Systems: Windows, Linux (SusE)
    • Networking: LAN Support, TCP/IP networks, ODBC, CISCO Routers, Hubs, Switches, Firewalls, Network Monitoring Systems
    • Applications: Client Server & Web
    • Windows Active Directory
    • SAN: understanding of Fiber Channel and iSCSI is a plus
    • VMware knowledge a plus
    • LDAP knowledge a plus
  • Knowledge of Canadian Government Regulations governing the use of computer systems and operational security standards, such as (i.e. Management of Information Technology Security (MITS)) a plus
  • Understanding and operational experience with Disaster Recovery Planning and Business Continuity Planning a plus
  • Experience documenting system configuration
  • 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
  • Applicants must possess excellent communication skills (in English, French is a plus) 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

We thank all applicants for their interest in Canadian Bank Note Company, Limited. Due to the high volume of candidates that apply for our career opportunities, we can only respond to individuals that are selected for interviews.