Technical Support Specialist

Giesecke+Devrient; Richmond Hill; Remote; CAD 60,000 - 80,000; Full time

Job summary

A leading company in identification solutions is seeking a Technical Support Specialist for its Richmond Hill, Ontario office. This remote role involves servicing software solutions for government clients across North America and the Caribbean. Responsibilities include software troubleshooting, customer support, and collaboration with internal teams. Ideal candidates will have strong technical support backgrounds and be fluent in English and French.

Qualifications

• 3-5 years of customer service experience.
• Proficiency in Windows, Windows Server, and Linux.
• Fluent in English and French, both written and spoken.

Responsibilities

• Servicing Veridos Identification Solutions in various environments.
• Troubleshooting systems during service and project phases.
• Coordinating ongoing support and responding to emergency callouts.

Skills

Customer Service

Technical Support

Communication

Windows OS

Linux

Active Directory

Database Administration

French

English

Education

High school diploma / GED

Associate Degree or Trade/Technical School certificate

Tools

Outlook

Microsoft Office Suite

Jira

Confluence

Slack

Atlassian Service Desk

Job description

We are seeking a Technical Support Specialist to join our team. In this position, you will be responsible for servicing and operating our Identification Solutions for government customers and regional authorities. This is a remote position with travel to client locations within North-, South- America and Caribbean, and based within Ontario. The ideal candidate has strong technical support experience, as well as experience in systems operations of large Software Installations.You will be working with our partners across the American Region, and Veridos internal teams in US and Europe. Troubleshooting the software needs of our clients, both on and off site, is crucial to how we do business. Beyond these needs, the ideal candidate will also have experience in :

• 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

Primary Responsibilities

• 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

Qualifications, Experience and Educational Requirements

Work Experience :

• 3-5 years of Customer Service experience and proficiency

Skills and Competencies :

• 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.

Education :

• High school diploma / GED required.
• Associate Degree or Trade or technical school certificate / diploma preferred.

Working Conditions

• Travel is required across the Americas and Caribbean

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Technical Support Specialist • Richmond Hill, CA