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Hardware and Software Support Specialist

Hardware and Software Support Specialist

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Hardware and Software Support Specialist

North Saanich, BC


About Us

CAE is a high technology company, at the leading edge of digital immersion, providing solutions to make the world a safer place. Backed by a record of more than 70 years of industry firsts, we continue to reimagine the customer experience and revolutionize training and operational support solutions in civil aviation, defence and security, and healthcare. We are the partner of choice to customers worldwide who operate in complex, high-stakes and largely regulated environments, where successful outcomes are critical. Testament to our customers’ ongoing needs for our solutions, over 60 percent of CAE’s revenue is recurring in nature. We have the broadest global presence in our industry, with approximately 10,000 employees, 160 sites and training locations in over 35 countries.

CAE offers interesting, diverse and challenging work. Our multiple businesses and global sites create a highly dynamic and stimulating environment that offers ample opportunity for creativity, learning and growth.

Our innovative technologies and services, and the people who collaborate every day to deliver exceptional service to our customers, are at the heart of what makes our organization successful and a great place to work.

“One of the greatest things about working at CAE is the people I get to work with. I enjoy collaborating with highly dedicated and professional colleagues from around the world every day.” Alexandre Lapointe, Global Engineering

Role and Responsibilities

The Maritime Helicopter Integrated Information Environment (MHP IIE) Program entails the set-up and in-service support of a large Enterprise Infrastructure system. The system is used for the efficient management of the maintenance of the Maritime Helicopters, its training environment, as well as its performance management, configuration management and collaboration management for all clients and contractors.

The solution comprises a large infrastructure of client devices and deployed/portable maintenance devices, as well as servers, middleware, and a combination of COTS and custom software developed for the program.

The set-up phase is complete and the program has been in in-service support for five years. Many activities are expected in the next few years, as the last helicopters are deployed, with continuation for yet many additional years.

In support of this program, the successful candidate will be responsible to work as part of a team supporting various commercial off the shelf and custom applications in the Integrated Information Environment for the Maritime Helicopter Program.


  • Work with other CAE team members to ensure MHP IIE support activities in North Saanich meet or exceed client requirements.
  • Provide support for contractor provided client device hardware including conventional and ruggedized equipment.
  • Image, deploy and support contractor provided hardware and software used for deployments of the aircraft away from the base.
  • Provide environment support for a variety of applications and programs (including remote support for isolated environments).
  • Analyse, troubleshoot and problem solve simple to complex hardware and software support issues in order to restore application use in the event of a failure.
  • Prepare, maintain, manage and update technical system documentation.
  • Provide semi-regular after-hours support of the IIE system.
  • Document support issue resolutions.


  • Experience installing and supporting Client Device Windows Operating Systems following documented processes
  • Experience installing, deploying and supporting Desktop, Laptop hardware devices and peripherals (e.g. printers) following documented process
  • Familiarity with or understanding of Server Operating Systems (Windows 2012 R2, 2016 and VMware)
  • Experience with Helpdesk tools & processes for managing user issues, both application and hardware related, including escalation to vendors as necessary
  • Experience providing on-site and remote support
  • Excellent communication and interpersonal skills (Written and Verbal)
  • Must be able to provide after-hours support as required
  • Must be able to lift/move bulky objects (e.g. Printers, computer equipment within transport cases)
  • Be able to hold a Canadian Security Clearance & Controlled Good Clearance Eligibility to work in Canada either as a Canadian Citizen, a Permanent Resident or with a valid Work Permit


  • Bilingual (French / English) would be considered a valuable asset (but not a requirement)
  • Experience with device imaging tools such as (Norton Ghost, Acronis SnapDeploy, Microsoft System Center Configuration Manager) would be an asset
  • Understanding of host based virtualization (VMware, Microsoft Hyper-V) would be an asset
  • Understanding of Ethernet switch technology would be an asset
  • Understanding of SAN (Storage Area Networks) would be an asset
  • Familiarity with managing Microsoft Active Directory (DNS, DHCP, Group Policy Management) would be an asset
  • Experience with Enterprise Backup Solutions would be an asset
  • Experience with Database tools (Microsoft SQL and Oracle) would be an asset


  • University degree or equivalent college education
  • Position Type
  • Regular
  • CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

Equal Employment Opportunity

At CAE, everyone is welcome to contribute to our success. With no exception.

As captured in our overarching value "One CAE", we’re proud to work as one passionate, boundaryless and inclusive team.

At CAE, all employees are welcome regardless of race, nationality, colour, religion, sex, gender identity or expression, sexual orientation, disability or age.

The masculine form may be used in this job description solely for ease of reading, but refers to men, women and the gender diverse.


Additional Info

Job Type : Full-Time

Location : Vancouver Island, BC

Experience Level : Intermediate Level

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