Technical Support Specialist
Giesecke+Devrient
- Richmond Hill, ON
- Permanent
- Full-time
- Medium to large Software Installations VD Solutions consisting of Clients, Servers, Databases, Client Software and Peripherals for biometric capturing and ID Verification.
- The ability to travel to our client's locations in the American Region, including Caribbean (or explicitly Washington Paris, Munich for onboarding, ) as needed
- A strong history/background of Technical Support experience for Software Solutions
- Ability to communicate quickly and attentively with Client and Veridos internal teams
- Fluent in English and French
- Service of Veridos Identification Solutions in small to large environments within international customers
- Support and troubleshooting of the systems in service and project phases
- Assessing operations tickets and requests for changes in cooperation with the product development department
- Ensuring the proper functioning of the application systems by supporting customers in their daily operations
- Provide technical support for other Veridos USA credentialing clients as needed located in different geographic regions and time zones.
- Coordinate and deliver ongoing, scheduled service and support, and respond to routine and emergency callouts within established time-windows, as needed.
- Provide backup support coverage for other regional Technical Support personnel as needed.
- Your primary focus will be technical support, but you will learn, participate, and support in processing changes, supporting projects
- Generate reports of common issues, trends, and performance based on client's established Service Level Agreements (SLA's)
- Create supporting documentation such as how to guides, Standard Operating Procedures, and/or information to complement Root Cause Analyses
- Create and maintain on-going preventative maintenance service schedules
- Ensures adherence to company policies, procedures, and objectives.
- Provide onsite office support when those sites experience HW/SW failures.
- Additional responsibilities and duties as assigned
- 3-5 years of Customer Service experience and proficiency
- Familiarity with modern web-browser developer tools, Software Development Lifecyle, and QA processes
- Experience with operating systems Windows, Windows Server, Linux
- Administration of Active Directory Structures (incl. DHCP, DNS, WSUS)
- Experience in the administration and operation of databases (Oracle, PostgresSQL) is an advantage, but not a requirement
- You have the ability to explain complex issues in a simple and understandable way
- Very good knowledge of English and French, both written and spoken
- High service orientation as well as strong communication and team skills
- Basic knowledge of collaboration tools such as Outlook, Jira, Confluence, Slack, Microsoft Office Software Suite, and SharePoint
- Familiarity with Field Operations tools such as Atlassian Service Desk (ticketing system), Confluence, Pager Duty
- Strong knowledge on Microsoft software (particularly Excel)
- Pass a credit and criminal background check prior to employment.
- High school diploma/GED required.
- Associate Degree or Trade or technical school certificate/diploma preferred.
- Travel is required across the Americas and Caribbean