IT Specialist

The Aga Khan Museum connects cultures and communities through art. The Museum’s mission is to foster a greater understanding and appreciation of the contributions that Muslim civilizations have made and continue to make to world heritage.

A Toronto-based Museum, we promote pluralism through art, stories, and enlightened encounters, across cultures. Using visual and performing arts as a force for good in the world, the Museum’s ambitious vision is to promote peaceful co-existence and positive intercultural dialogue. As a global learning hub, uniquely positioned to play a pivotal role in creating connections among people and communities locally, nationally, and around the world.

The Museum is seeking an IT professional with well-rounded technical skills and relevant experience.
If you thrive in a fast-paced dynamic learning environment and are an IT system professional with strong relationship management skills, this role is for you.

**Purpose of Position**

**Key Responsibilities**
- Customer Service_
- Resolve problems in a timely manner and use effective communication to treat all users respectfully.
- Resolve issues with temporary or permanent fixes to restore service to the customer in a timely manner.
- Domain Services: Administer and manage Domain services (e.g. AD, ADDS, DHCP, DNS, NFS,

SSL certificates, Remote Desktop Services, Office 365 - Azure AD, Exchange, Teams, SharePoint,
OneDrive).
- Internal and SaaS Business Line Applications: Administer, manage and troubleshoot challenges encountered.
- Partner with internal users and external vendors for respective IT processes, activities, system changes, and projects including research and recommend systems improvement.
- Develop technical documentation, training, and how-to guides for staff.
- Setup/Onboard new staff and perform orientation and introduction to IT systems.
- Ability to learn and administer current and future digital platforms.
- AV Equipment: Set up, manage, and maintain equipment for private events, internal meetings, and workshops, conferences.
- Provide on-call (weekends) and after-hours support as and when assigned.
- Hardware/Software_
- Equipment: Install, configure, update, and test IT equipment.
- Maintain printing and copying equipment and facilitate staff access to the centralized printing service
- Inventory: Use asset management tools to maintain an up-to-date inventory of IT systems computer equipment, software licenses, accessories.
- Servers_
- Knowledge of Windows 2012/2016 Server, VMWare, Hyper V, Scale HC3.
- Manage implementation, operation, monitoring, troubleshooting, patching, uptime, availability, reliability, and performance.
- Investigate and resolve systems event log warnings and errors.
- Networks_
- Support for infrastructure, including switches, firewalls, wireless controllers, access points.
- Security_
- Data Protection and Disaster Recovery: Monitor regular backup operations schedules and processes according to the backup schedule and disaster recovery strategy.
- Ensure systems security against data compromise, malware, viruses, and assist to provide cybersecurity awareness.
- Ability to handle confidential information professionally.
- Telephony_
- Administer and manage VOIP telephony Mitel system and phone line switchboard configurations,
- Projects_
- Coordinate and implement IT projects new systems including digital Platforms, existing system changes, and enhancements.
- Any other duties as assigned by the line manager.

**Qualifications & Experience**:

- Master’s degree in Information Technology or College Diploma with relevant experience.
- Technical certifications (such as ITIL, Microsoft 365, Azure, CompTIA A+/Network+ or Cisco CCNA) will be an asset.
- Minimum of four years of progressive experience in a similar position.
- Familiarity with IT service management and best practices
- Networking experience and understanding (Preferably Cisco)
- Familiarity with troubleshooting both Windows and Mac operating systems
- Excellent verbal and written communication skills with a proven ability to explain technical concepts for users.
- Exceptional interpersonal skills with a positive attitude towards providing high-quality customer service, coupled with a constant desire to learn.
- Ability to establish and maintain good customer rapport and perform well in a high pressured, fast-paced work environment.
- Excellent organizational and time management skills to determine priorities and manage multiple projects with multiple deadlines in a fast-paced and resource-lean environment.
- Keen attention to detail and orientation towards accuracy.
- Ability to work independently as well as collaboratively in a cross-functional and team
- oriented environment.
- Some physical work/lifting is required.
- Flexibility to work evenings, holidays, and weekends as and when required to do so.
- Expressed interest in the mandate of the Museum.

**Please note that the hiring salary range for this position is $70