APPLICATION & TECH SUPP SPEC 2 Full-time Job

Job Description

Reporting to the Supervisor of Client Services, the Application and Technical Support Specialist 2 (ATSS2) is a member of the Client Service team who are responsible for ensuring the day-to-day availability and maintenance of the technology systems required to support the Members of Council, Accountability Offices, and the City Clerk’s Office are met.

 

Major Responsibilities:

• Schedule workload and set priorities.
• Provide expertise in assessing, analyzing, and resolving issues and problems in assigned areas.
• Collaborate with internal and external groups to coordinate and liaise on problem resolution.
• Recommend preventative solutions to mitigate recurrence of similar problems.
• Develop and recommend improvements to current environment, policies & processes.
• Acquire and dispose of hardware and software.
• Configure network and server-related hardware and software.
• Advise desktop configuration management teams on hardware & software technologies and deployment alternatives.
• Advise network management teams on hardware & software technologies, connectivity and backup & recovery alternatives.
• Advise security management & control teams on security-related technologies and access control alternatives.
• Perform capacity planning.
• Prepare training material for coaching clients.
• Provide training to clients in use of technology.
• Prepare statistics and draft summary reports.
• Prepare documentation to facilitate transfer of knowledge.
• Prepare targeted communication messages from corporate notifications or create specific targeted messages if the IT incident is handled by Clerk’s IT.
• Support the centralized management of access control.
• Install and roll out applications, hardware and/or software and update inventory accordingly.
• Travel to off-site locations for IT support.

 

Key Qualifications:

Your application must describe your qualifications as they relate to:

1. Post-secondary education in computer science, business technology or the equivalent combination of education and/or experience.
2. Considerable experience with LAN/WAN/Wireless technology and network hardware, software and operating systems (e.g. Novell, Windows, Mac iOS), as well as with desktop and web applications (e.g.. Microsoft Office Suite365, Microsoft Outlook, Microsoft Project, etc.).
3. Considerable experience in supporting all users including Executives when thoughtfully diagnosing, troubleshooting and resolving issues with desktop software, web and multi-function devices.
4. Considerable experience configuring and provisioning wireless devices using a Mobile Device Management tool (e.g.. AirWatch, etc.).
5. Extensive experience in telephone and in-person technical support, documenting requests and incidents following ITIL processes.

 

You must also have:

• Excellent organizational, conceptual, analytical, problem solving and multi-tasking skills with the ability to set priorities, co-ordinate a diverse workload and meet tight deadlines.
• Excellent interpersonal, oral and written communication skills to provide troubleshooting support, prepare technical documentation and reports on problems and to deal effectively with staff at all levels within the organization.
• Commitment to delivering superior customer service, performance quality and continuous improvement.
• Ability to work effectively within a dynamic team setting and/or project environment.
• Flexibility in adapting to shifting priorities in response to business demands.
• Knowledge and understanding of network systems and hardware/software, including Novell Netware, Windows 10/11, Mac OS, Ethernet, IP, routers, switches, and network management tools (e.g., virus protection, server monitoring).
• Knowledge of HP multifunction printers and HP Service Manager (or equivalent) for incident and service request monitoring.
• Knowledgeable in security configurations for endpoint infrastructure, addressing malware, ransomware, and other threats, as well as ensuring secure access to the City’s network.
• Skilled in using HP Asset Manager (or similar) to manage hardware/software assets, as well as configuring automated software delivery packages.
• Working knowledge with cloud-based solutions and current mobile communication technologies (e.g., LTE, 4G/5G).
• Proficient in applying knowledge of emerging technologies to support and the ability to apply this knowledge in the development and support of in-house developed applications.
• Knowledge of ITIL processes; ITIL certification is a plus.
• Fundamental working knowledge of a project methodology and various levels of system and/or application testing.
• Knowledge of IT related policies including Acceptable Use Policy, Cyber Security Policy and Mobile Device Policy and  IT related standards such as the Access Control Standard
• Working knowledge and experience with technologies such as Zscaler, Cisco Finesse, Cisco Webex, Cisco Jabber, Cisco IP phones, F5 VPN BIG-IP, RSA, ServiceNOW, OpenText Open Enterprise Server (OES), eDirectory, Micro Focus iManager and Active Directory Services
• Ability to develop and communicate technical documentation, standards, procedures and preventative maintenance.
• Ability to interact with all levels of staff to facilitate training, monitoring and resolution reporting.
• General knowledge of Occupational Health and Safety Act.
• Ability to lift/move equipment/boxes up to 40Ibs.
• Ability to work at and report from multiple remote office locations.

 

A valid Ontario Class "G" Driver's License and access to a personal vehicle to transport equipment and travel to various work locations is an asset.

Toronto is home to more than 2.9 million people whose diversity and experiences make this great city Canadas leading economic engine and one of the worlds most diverse and livable cities. As the fourth largest city in North America, Toronto is a global leader in technology, finance, film, music, culture, and innovation, and consistently places at the top of international rankings due to investments championed by its government, residents and businesses.