Technical Support Specialist - Tier 2

Technical Support Specialist IT Ballistics Investigation Company

This company pioneered automated ballistic identification over 30 years ago and continues to promote a safer society as a leading technology provider for firearm identification, document examination, and comparison microscopy.

This company manages a specialized portfolio of capabilities enabling it to deliver highly differentiated solutions and products through state-of-the-art electronic, mechanical and software technologies that can be deployed in demanding and mission-critical environments to meet the needs of customers in the defence, aerospace, cybersecurity, energy and transport.

Reporting to the Global Customer Services Manager, the Support Specialist is the principal point of contact to the customer / user in the resolution of system failures related to the computer

hardware and software components of our systems. Support Specialist is responsible for coordinating the resources and materials necessary to resolve the Incidents and Service Requests

assigned. In addition, the Support Specialist will be assigned special projects’ for both Internal (GCS / FTI) and External (Clients) needs.

You would be supporting law enforcement agents in the domain of ballistics investigations. They have offices across the globe however the hours are typical 9AM-5PM with some days starting a little earlier like 8 AM.

This person must speak Portuguese. If you can speak Spanish as well that would be even better! The customers are heavily based in Brazil and South and Central America.

Title : Technical Support Specialist Tier 2

Location : Saint-Laurent, QC H4S 2G1, Hybrid Model, very flexible, 2-3x per week.

Position status : Full time permanent

Salary : 60-65k (flexible for the right fit) + 7% bonus + 5% matching RRSPs + 3 week’s Vacation

Roles and responsibilities

• Administer incidents and service requests according to current support procedures and protocols
• Use a methodical approach in gathering facts and performing diagnostics.
• Identify computer related hardware and software problems using base line configuration and training
• Escalate to the appropriate authorities computer hardware and software issues falling outside the role and responsibility of the Support Specialist.
• Ensure that the customer / user is always aware of the status and progression of their Incidents and Service Requests.
• Validate and insure that all established processes have been followed before any incident closures.
• Interact with Lead Support Specialists or Support Experts to validate and assist in the resolution of incidents.
• Maintain excellent verbal and written communication skills.
• The SS will receive and manage, as per established Standard Operating Procedures, support requests and open incidents from telephone calls and emails as required.
• The SS as the owner of the incidents assigned to him / her is responsible for the incident resolution from cradle to grave and for all communication with the users / customers and the company and contractor Field Services representatives.
• The SS is also responsible to document all relevant activities in the Support Management System(s) and to generate and manage Service Requests associated with the Incidents.
• Need to be fluent in all Support disciplines; maintain his / her skills current on all aspects of the company’s products and services.
• Maintain skill set current on System Operating Systems and third Party applications used by Support Personnel and by the company’s products.
• Need to be familiar with the ITIL standards (and successfully complete an ITIL Foundation exam) as well as other Support and Software industry Standards.
• Assist with Special projects as assigned by GCS Management
• Provide customer requested adhoc reports. Collaborate with peers and colleagues to ensure quality and accuracy of all customer delivered reports.

Qualification and Experience

• Candidates to possess a computer science / software degree or equivalent experience.
• 1-2 years experience as a Customer Service agent
• Qualification or certification in Operating systems; Windows
• Good skills in operating systems troubleshooting
• Familiar with basic computer architecture (CPU, Network Cards, Peripherals)
• Familiar with networking protocols and associated hardware and infrastructure such as modems, routers, hubs, switches.
• Excellent communication and interpersonal skills
• Strong analytical and problem solving skills
• Must have spoken and written languages : ; English and Portuguese required! Big nice-to-have languages Spanish and French.
Il y a 14 heures