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Sr. Technical Support Specialist

Location:  Vaughan
Stellen-ID:  16982

When it comes to digital, physical or electronic payments, the whole world trusts Giesecke+Devrient. Now you too can discover your passion for the world of payment systems. G+D Currency Technology is a globally active high-tech company headquartered in Munich, Germany. As a trusted partner of central banks and the entire currency industry, we increase security and efficiency in cash circulation. Our 160 years of experience – combined with new, digital solutions – makes us the world market leader in Advanced Currency Management. As part of the G+D Group, we offer a wide range of development opportunities in an international, family-owned company, with more than 11,000 employees worldwide. We are convinced that the key to success is in the diversity of our employees. That’s why it depends on you personally – let’s shape the future of currencies together!

Summary/objective

 

The Sr. Technical Support Specialist will work collaboratively within the Competency Center Toronto (CCT) team and respond to and troubleshoot customer software issues for all G+D Software products.  This individual will also assist with supporting on premise platforms and deployments  in addition to the implementation and support of key Cloud initiatives. The CCT support team is responsible for 24x7x365 support of G+D Software products installed both on customer premises and on the Cloud. The Sr. Technical Support Specialist must have a proven track record of supporting software applications and creating and maintaining  a cloud infrastructure and a demonstrated expertise in related Cloud technologies. We are looking for an experienced technical support specialist who wants to grow his/her career while contributing to customer success.

 

Duties/Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

 

  • Document all issues in G+D’s issue tracking system and keep this information up-to-date.
  • Troubleshoot, debug and technically lead the team not only in the day-to-day activities, but also should be able to mentor them for the learning paths and transformations.
  • Setup and configuration of test environment including virtual machines, servers and databases in order to replicate customer incidents.
  • Participate in Cloud operations on a day-to-day basis maintaining continuous availability, durability, scale and up time of the platform as well as services/applications.
  • Monitor and manage Cloud based infrastructure (AWS/GCP/AZURE) including Virtual Machines, Virtual Networks, Storage, Backup
  • Closely work with stakeholders and plan maintenance activities of the Cloud Platform.
  • Work with R&D team in order to solve the customer’s incident.
  • 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.
  • Escalation point for issues raised by the Support Specialists.
  • Available during afterhours for escalated support issues.
  • Escalate issues to management as needed.
  • Participate in the 24x7 support for internal and external customers

 

 

Required Skills/Abilities:

 

  • Should have working knowledge of Public/Hybrid Cloud/Virtualization, Windows/Linux servers, MS SQL/ Oracle Databases and Networking concepts.
  • Experience with RDBMS (Oracle, SQL Server) technology including creation of SQL queries
  • Extensive knowledge of Azure and other public cloud platforms (AWS/GCP).
  • Hands on experience in deployment of Microservices in Kubernetes based orchestration suites or other open-source container orchestration system for automating software deployment, scaling, and management
  • Experience with networking services, CNIs, load balancers and related technologies
  • Solid troubleshooting experience with Docker, Kubernetes, Containers and microservices architecture
  • Demonstrated experience with migrating an Enterprise class infrastructure to Public Cloud Platforms
  • Experience with monitoring tools like Prometheus, Grafana, Datadog, ELK, etc
  • Hands-on experience with infrastructure design, build, deployment and automation using Scripting, Ansible, or Terraform.
  • Ability to maintain/ modify Azure Infrastructure as Code required to deploy and maintain cloud environments
  • Working knowledge of programming languages (e.g. VB 6.0, .NET, C#, Java) would be beneficial
  • Ability to quickly assimilate technical and non-technical information
  • Outstanding collaboration and communication skills
  • 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. 
  • Must be willing to work in a 24x7 environment and conduct oneself in a professional manner at all times.
  • 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
  • Ability to prioritize and multitask as needed
  • Ability to effectively collaborate with distributed team

 

 

Decision Making Authority

 

Daily decision making to ensure customer issues are being investigated and resolved. This includes working with Sustaining Engineering team and mgmt. as required. Provide guidance to other team members as required.

 

Travel required

 

Occasional travel for customer support and training may be required.

 

Required education and experience

 

  • Bachelor’s degree in Computer Science or related degree
  • 8+ years of industry experience in application support and a minimum 3 years of hands on experience in cloud technology

 

Other duties

 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

$$ Giesecke+Devrient Currency Technology America, Inc. endeavors to make www.gi-de.com/en/careers/jobs accessible to any and all users.  If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Human Resources at (703)480-2300 or gdctai-hr@gi-de.com.
 

Giesecke+Devrient Currency Technology America, Inc. is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity

 $$  $$ $$ $$  $$ https://career5.successfactors.eu/career?company=gieseckede&career_job_req_id=16982&career_ns=job_application

We are looking forward to receiving your application!

Giesecke+Devrient Currency Technology America, Inc.
202-3700 Steeles AveW Vaughan ON L4L 8K8
www.gi-de.com/careers
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