Beschreibung
For our customer, we are looking for a IT Key Support Engineer/Specialist in Montreal.Job Summary
The IT key support engineer provides 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.
Primary Responsibilities
• 2nd level support for the site located in Montreal, including:
o Analyzing and solving issues
o Finding and deploying workarounds
o Cooperating with technical support teams of D-Trust in Berlin/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:
o Supporting key ceremonies
o Coaching customer’s operational staff
• Managing hardware replacements at the Montreal site, including:
o Warranty claiming with local suppliers
o Deploying replacement hardware
o 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:
o Red Hat Enterprise Linux (RHEL)
o Microsoft Windows Server and workstations
o VMware vSphere Cluster
o Hardware Security Modules (Utimaco)
o IP-based network infrastructures with VPNs, firewalls and load balancers (NetApp, Stonesoft, Checkpoint, Genua, F5)
o Lightweight Directory Access Protocol (LDAP; Oracle Directory Server)
o 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:
o ITILv3 Foundation or newer/higher
o Linux LPIC-2 or higher
o 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
Duration: 3 -9 months
Start date: As soon as possible
Project location: Montreal, Canada
If you are interested in and cover the requirements sufficiently, I ask you for quick response stating your contact details, your terms and conditions for the above of use incl. Traveling expenses, a short summary "at first glance", as well as the sending of your profile (preferably in Word ) by e-mail to
For any questions, I am at your disposal.
mindheads GmH
Heinrichsdamm 40A
96047 Bamberg
Tel.: