SENIOR TECHNICAL SUPPORT SPECIALIST 1

Job Category:Information & Technology
Division & Section:Technology Services, Technology Services Delivery
Work Location:703 Don Mills Road, 3rd Floor
Job Type & Duration:Full-Time, Permanent Vacancy
Salary:$104,340.60 - $122,595.20, TM1097 and Wage Grade 7.5
Shift Information: Monday to Friday, 35 hours per week
Affiliation: Non-Union
Number of Positions Open: 1
Posting Period: 04-Aug-2022 to 18-Aug-2022

Job Description

Reporting to the Manager of Cloud and Infrastructure Services, the Senior Technical Support Specialist 1 will be working within a large corporate technology services environment consisting of thousands of workloads, high-capacity compute and storage systems; enterprise directories, databases and messaging systems; system and security management tools. You will work with business units, technical staff and users to design and implement corporate-wide Technology Services strategies, policies, standards and guidelines to support the City of Toronto’s business and service delivery objectives.

In this role you will lead a team of Security and Network specialists in providing implementation, operations, project review and integration, service development and advanced troubleshooting of all aspects of perimeter security and network ingress/egress. As a leader and supervisor of the team you will manage the operation and maintenance of the City’s Perimeter security platforms (firewalls, proxies, load balancers, gateways), direct the design and construction of upgrades and enhancements of enterprise technologies and ensure the secure integration with cloud and Internet based systems.

Major Responsibilities

Your primary responsibilities as a Senior Technical Support Specialist 1 will be varied. Specifically, you will:

• Design, architect, analyze and implement detailed plans and recommend policies/procedures related to perimeter security and Internet access. Special attention is required to ensure the City’s security requirements for access, authentication and information management are met.
• Review, recommend and implement access requirements for integration between on-premises and cloud/Internet based systems.
• Supervise, motivate and train staff ensuring effective teamwork, high standards of work quality, organizational performance and continuous learning and encourage innovation in others.
• Supervise the day-to-day project operation of all assigned staff including the scheduling, assigning and reviewing of work. Authorize and co-ordinate vacation and overtime requests. Monitor and evaluate staff performance, salary increments, hear grievances and recommend disciplinary action when necessary.
• Provide input into and administer assigned budgets, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Provide advice and consultation to business users and other technical staff to determine requirements, research solutions, evaluate alternatives, recommend policies regarding data integration, data security, network infrastructure, common software required, and the final product acquisition.
• Lead technical project teams comprised of members from other department and/or sections of the division, to determine requirements, research, evaluate, develop and/or acquire, implement and provide technical support for enterprise software products to support business requirements.
• Provide senior level support of the enterprise software and hardware installation, upgrades, configuration, account management, security administration, capacity planning and performance tuning.
• Perform hardware, software, appliance and related tools installation, configuration, maintenance and upgrades.
• Perform management, monitoring and security services on managed systems and services including the creation of City-wide policies, processes and standards, and enforcement of the standards.
• Provide enterprise-wide backup and disaster recovery services to meet the business recovery requirements.
• Responsible for the capacity planning, security measurement, and performance tuning of the overall infrastructure, including Internet, Intranet and Extranet environments.
• Develop, manage and report on detailed project plans. Ensure effective corporate standard system security and internal processing controls (audit controls) are maintained.
• Impact change management for both hardware, software and services. Manage vendor relations in the case of external hardware, systems software, network and/or service acquisitions. Provide risk assessment and its potential impact on enterprise systems and users.
• Ensure timeliness and completion of corporate projects by providing input on project management and project planning.
• Influence project scope, monitor critical success factors, co-ordinate projects resources and report on project milestones/deliverables.
• Lead in the preparation of Request for Proposal (RFP), Request for Quotation (RFQ), and Request for Information (RFI) and participate in the evaluation and selection of technical solutions.
• Establish City wide standards related to the operability and high availability of corporate software/hardware/service products through the identification and resolution of service or performance problems and initiate changes to enhance problem avoidance.
• Review, evaluate, recommend and comment on emerging technologies and business innovation for improving service, reducing costs and enhancing efficiency on internal service improvement, cost efficiencies to the public.
• Work with highly confidential information; available 7x 24 while on-call to respond to critical page alerts.

Key Qualifications:

Your application for the role of Senior Technical Support Specialist 1 should describe your qualifications as they relate to:

Note:All City of Toronto employees are required to be fully vaccinated as a condition of hire in accordance with the City’s Mandatory Vaccination Policy. Candidates will be required to show proof of vaccination during the recruitment process.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.