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System Support Specialist

Engineering  Vaughan, ON, Canada

The System Support Specialist will respond to and troubleshoot all customer software issues for all G+D CCT products. Ensure that all issues are resolved to the customer satisfaction within the contracted SLA times. Provide onsite assistance if required.

DUTIES AND RESPONSIBILITIES:

  • Document all issues in G+D’s issue tracking system (currently HEAT)
  • Keep information held in HEAT up-to-date all the time
  • Setup and configuration of test environment in order to duplicate issues
  • Work with R&D team in order to solve the issue
  • Assist in the preparation of reports for customer communication
  • Establish and maintain excellent working relationship with all customers at all times
  • Keep up-to-date with technical and G+D product knowledge

QUALIFICATIONS & SKILLS:

  • Computer Science or related degree and 4+ years experience in a customer support role and prior experience in banking industry is desirable.   
  • Excellent verbal, written communication and interpersonal skill are a must. 
  • Strong analytical, problem-solving skills, ability for multitasking and good organizational skills. 
  • Detail-oriented and persistent in execution and follow-up tasks and the ability to lead and work in a team environment. 
  • Must conduct oneself in a professional manner at all times and utilize sound judgment in dealing with business information. 
  • Generates enthusiasm and support of company objectives and is trustworthy and credible. 
  • Demonstrated skills in operating systems (MS platform – NT/XP/VISTA, SERVER200x, CITRIX) and skills in database systems (MS SQL 200x, Oracle). 
  • Working knowledge of used programming languages (e.g. VB 6.0, .NET, C#) and have excellent ability to communicate and work effectively with other team members in a multicultural and international environment. 
  • Must be willing to work in a 24x7 environment carrying a pager and conduct oneself in a professional manner at all times.
  •  Need to utilize sound judgment in dealing with business information. 
  • The ability to make recommendations for continuous quality improvements in all areas of accountability. 
  • Flexibility to work long hours as necessary and able to handle high pressure in a professional manner.

If you are interested in becoming part of our team, have the experience and skills listed above and have a passion for this type of work, please visit our website at http://www.gi-de.com/ca.  Giesecke+Devrient America offers a competitive salary and excellent benefits.  

Join us in shaping the future. 

Giesecke+Devrient Currency Technology America, Inc. is an Equal Opportunity Employer

  Apply here