IT Key Support Engineer/Specialist

IT Key Support Engineer/Specialist

We are currently looking for an IT Key Support Engineer/Specialist to join one of our clients in Canada.

Position Title: IT Key Support Engineer/Specialist
Position Type: Contract
Start Date: November 2015
Location: Montreal, Canada

The IT Key Support Engineer/Specialist will provide 1st and 2nd level technical support for a highly complex client and server production system in the public key infrastructure (PKI) domain, which includes both standard as well as project-specific software applications and hardware.

Responsibilities:
- 2nd level support for the site located in Montreal, including:
-- Analyzing and solving issues
-- Finding and deploying workarounds
-- Cooperating with technical support teams overseas
- 1st level support from 12 to 4pm Montreal local time (6pm - 10pm Berlin local time) for different groups of customers (both located at Montreal as well as world-wide), by phone, email and ticket system, meeting defined response and repair times
- Local operational support at the Montreal site, including:
-- Supporting key ceremonies
-- Coaching customer's operational staff
- Managing hardware replacements at the Montreal site, including:
-- Warranty claiming with local suppliers
-- Deploying replacement hardware
-- Performing restoration tasks
- Conducting inhouse training courses for customer's staff at the Montreal site (refresher courses, training of new staff)
- Troubleshooting network, server and Workstation related application issues, including operating system issues
- Configuring Servers, workstations and laptop computers
- Racking and stacking of server and network equipment (mainly during the initial rollout)

Qualifications/Professional experiences Required:
- Bachelor's degree in computer science/computer engineering or an equivalent combination of education, technical certifications/training, or work experience.
- 5 years of business experience as a service engineer or IT specialist (preferably in the field of Public Key Infrastructures and Public Key Directory systems, CSCA certificates, master lists)
- Experience in administering the following systems and applications:
-- Red Hat Enterprise Linux (RHEL)
-- Microsoft Windows Server and workstations
-- VMware vSphere Cluster
-- Hardware Security Modules (Utimaco)
-- IP-based network infrastructures with VPNs, Firewalls and load balancers (NetApp, Stonesoft, Checkpoint, Genua, F5)
-- Lightweight Directory Access Protocol (LDAP; Oracle Directory Server)
-- System monitoring and auditing
- Required certifications:
-- ITILv3 Foundation or newer/higher
-- Linux LPIC-2 or higher
-- Further certifications related to the system and applications listed above desirable
- Familiarity with the ITIL framework regarding the support organization
- Ability, experience and motivation to work independently as well as in a global team environment.
- Flexibility regarding potential weekend work in case of emergencies
- Maintaining good documentation on production applications, which includes configurations, backup, change history information
- Proven interpersonal, analytical, presentation and problem solving skills
- Excellent verbal and written communication skills in English and French (German would be considered an advantage)

Quoting reference: MGSRIT/6477

If you know of anyone within your network who may also be interested in this position, we highly appreciate you forwarding this position to them.

Please note:
1. That we do all we can to respond to your application but if we have not contacted you within 2 business days following your application, it is likely we are not able to consider your application for this position.
2. We cannot consider your application for this position if you are currently working for our client. Your application can only be considered if you have written confirmation you are leaving your current position.