IT Key Support Engineer/Specialist (m/w)

For an existing contract with one of our direct clients we are urgently looking for a

IT KEY SUPPORT ENGINEER/SPECIALIST (M/W)

Start: ASAP/Duration: 3-9 month/Location: 100% Montreal Kanada/ProjectID: 2559

As IT Key Support Engineer/Specialist (m/w) you 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.

Also will provide temporary and permanent solutions and ensures application integrity and availability.

Furthermore, the individual role involves providing customer service, training for users and remote collaboration with the global IT team.

PRIMARY RESPONSIBILITIES

- 2nd level support for the site located in Montreal, including:
- Analyzing and solving issues
- Finding and deploying workarounds
- Cooperating with technical support teams of our Client in Germany
- 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

SECONDARY RESPONSIBILITIES

- 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, EXPERIENCE AND EDUCATIONAL REQUIREMENTS

- The ideal candidate must hold a bachelor's degree in computer science/computer engineering or an equivalent combination of education, technical certifications/training, or work experience.
- Five 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
- Excellent verbal and written communication skills in English and French (German would be nice to have)
- Ability and desire to provide excellent customer service as key account supporter for a global organization
- Ability and desire to provide live support to globally distributed customers (by phone, email and ticket system)
- Familiarity with the ITIL framework regarding the support organization
- Ability, experience and self-motivation to work independently as well as in a global team environment.
- Work in regular office hours, but flexibility in case of emergency incl. weekends
- Required certifications:
- ITILv3 Foundation or newer/higher
- Linux LPIC-2 or higher
- Further certifications related to the system and applications listed above desirable
- Maintain good documentation on production applications, which includes configurations, backup, change history information
- Proven interpersonal, analytical, presentation and problem solving skills

WORKING CONDITIONS

- Able to work and collaborate in a global team environment
- Flexibility to provide on call support
- Ability to drive from main office to branch site
- Ability to travel to Germany for training and for collaborative work
- Flexibility to work extended hours to troubleshoot issues or support other regional hours.
- Access to cold and noisy server room

PHYSICAL REQUIREMENTS

- Able to perform basic networking such as cabling
- Able to carry workstations or computer devices up to 25 lbs

DIRECT REPORTS

- IT Manager

If you find your expectations and your skills described, please send your resume in English by mail to

Dong Chen
Recruitment & Talent Akquisition

(see below)