Job Description

Canadian Bank Note Company is a global leader in the development of customized solutions for identification, border security, excise control, currency, and lottery operations. Our customers are domestic and foreign governments, and together we work to design, launch, and support the technologically advanced secure documents and information systems that protect borders, safeguard national currencies, and generate revenue for government social initiatives.

What\'s in it for you?

As a member of the corporate IS workstation team, you will have direct interactions with all CBN business units including Lotteries, Corporate, Payments Systems, ID Systems, and Commercial Services. You will have the pride of supporting the end-point hardware and software technologies used by CBN employee\'s corporate wide. You will also have active involvement in finding innovative technologies and methods that streamline, improve, and evolve our endpoint management processes and service delivery capabilities with modern methods. You will research, solution and be exposed to the latest cloud and automation technologies such as Azure Active Directory, Office365, Azure AD, Intune, AutoPilot, and PowerShell. In our team-oriented department you will work with your team solving complex workstation issues and with other IT teams such as the service desk, network team and server/cloud team.

What will you do?
The Workstation Support Technician provides end-user technical support services for corporate workstations, printers, applications, office phones, cell phones, audio/visual systems, workstation software and other related end-user technologies across CBN sites. Our technical support services are delivered using remote systems management tools and/or desk-side visits as the situation warrants.

• Coordinate all IT endpoint equipment provisioning/deprovisioning to CBN employees leveraging our automated device provisioning and processes through our 3rd party IT equipment providers.
• Support, troubleshoot and repair end-user hardware including desk stations, laptops, tablets, smart phones, desk phones, AV systems and other end-user related peripherals.
• Manage, maintain and evolve our workstation OS configuration baseline to meet changing security, support, and user community configuration requirements.
• Deploy, patch, upgrade and support all corporate standard software applications. Including building software deployment packages for automated remote deployment via modern Microsoft Endpoint Management tools (i.e.. Intune, Autopilot, etc.).
• Manage workstation asset inventory records.
• Provide technical support services; both remotely and/or at deskside, as necessary, providing formal and informal end-user training as required.
• Assist and work with other IT teams as necessary to conduct problem isolation, problem diagnosis, problem resolution and/or routine tasks, as necessary.
• Manage all support requests in accordance with their assessed severity, service level agreements and turnaround targets.
• Maintain timely, accurate and up-to-date ticket details including ticket status, symptoms and observations, work conducted or in progress, severity and impact of issue, problem resolution performed, etc.
• Promote proactive support actions including root cause analysis that assist in preventing future or reoccurring problems.
• Assist in the creation and maintenance of all team documentation including but not limited to creating and submitting Knowledge Base articles for the benefit of the Service Desk and others to resolve subsequent issues on first contact.
• Empower our user community through evangelizing and demonstrating how our IT technologies can empower their business processes and requirements.

What Will Help You Succeed?

Success in this position will require a diversified set of skills, attained either through education or relevant work experience. Candidates with a College Diploma or University Degree in Information Technology and/or Computer Science are preferred - but so long as you are passionate about technology and have an appetite for learning, we still want to hear from you!

Knowledge/Experience

• Minimum two years direct work experience providing workstation hardware/software technical support services including experience with workstation hardware troubleshooting and repair (ex. recovery of drive failures, driver issues, boot issues, network connectivity issues, etc.).
• Strong technical experience with Active Directory (namely administering user/workstation/group objects).
• Direct experience in using, supporting, administering Azure Active Directory, Office365, OneDrive, SharePoint.
• Experience in provisioning applications and/or OS configuration for automated deployment through Autopilot and Intune.
• Strong technical experience supporting Windows 10 operating system platforms and mass scale patch management.
• Knowledge of networking concepts, tools and troubleshooting including (DNS, DHCP, IPConfig, WiFi). Exposure to a broad range of end-user equipment and peripherals is an asset.
• Practical experience developing scripts (any scripting language) to automate manual steps and processes.
• Any knowledge and exposure to ITIL v.3 is an asset that will help you in this role!

Soft Skills

• Service oriented (\'can-do\') culture with strong focus on exceeding customer expectations.
• Team player with excellent communication and interpersonal skills.
• Continuous learner
• Ability to manage shifting priorities
• Aptitude to troubleshoot and problem-solve issues effectively
• Desire for continued learning of latest technologies
• A natural tendency and inclination to identify and leverage technology and automation over manual interactive methods.

Mandatory Requirements

• Ability to participate in on-call rotation program (approx. 1 week on, 2/or 3 weeks off - dependent on numerous factors, ex. travel, vacation, etc.);
• Ability to travel expediently to and between all local (National Capital Region) CBN sites regularly, as well as on short notice;
• Eligibility for Government of Canada Secret (Level II) clearance.

As an Equal Opportunity Employer, Canadian Bank Note Company, Limited is committed to achieving a skilled and diversified workforce that reflects the diversity of the Canadian population. We encourage applications from women, visible minorities, people with disabilities and Aboriginal people. Canadian Bank Note Company Limited is committed to developing inclusive, barrier-free selection processes and work environments. If contacted regarding this competition, please advise the interview coordinator of any accommodation measures you may require.

Canadian Bank Note Company