Operations Support Analyst 2

3 weeks ago


Toronto, Canada City of Toronto Full time

**Job ID**: 41710

**Job Category**:Information & Technology

**Division & Section**:Technology Services, Technology Services Delivery

**Work Location**:703 Don Mills Road

**Job Type & Duration**:Full time, 2 Permanent vacancies

**Hourly Rate and Wage Grade**:$38.47- $42.14, Wage grade 11

**Shift Information**: Mandatory rotating shifts including overnight, weekends, and long weekends

**Affiliation**: L79 Full-time

**Number of Positions Open**: 2

**Posting Period**: 08-Nov-2023 to 22- Nov-2023

Major Responsibilities:

- Liaises with Operations Support Analysts, Technical Support Specialists, end users and others to ensure the effectiveness, availability, reliability and security of Information & Technology systems and services.
- Provides help desk services, responding to user needs and requests, troubleshoots, creates, deletes and resets user-ids/passwords, maintains records and logs and ensures overall server availability.
- Responds to unscheduled system shutdowns and emergency situations, evaluates user impacts and initiates recovery procedures and escalates the emergency situation accordingly.
- Monitors the Data Centre physical environment, to ensure security of physical access, and adequate environmental control.
- Performs system administration and operation, including backups and recoveries, loading and unloading tapes and other media, plotter operation and maintenance of operational logs.
- Prepares summary reports of problem or service interruption and accompanying trend analyses.
- Reviews the effectiveness of operational standards, procedures and processes and recommend changes.
- Performs repairs and adjustments or arranges for repair by external service company.
- Accepts, processes and distributes materials to and from the Data Centre, including printout, tape and other data media, computer systems and network equipment; maintaining records and inventory control.
- Maintains hardware facilities documentation and records.
- Responds to requests regarding user requirements and enquiries about technical problems relating to back-up and archiving from staff in internal user departments and local municipalities.
- Provides support to the Parking Tag Operations processing centre.

**Key Qualifications**:

- Post-secondary education in Computer Science or a related discipline, or an approved equivalent combination of education and/or experience.
- Experience with Net backup Administration in a multi-platform IT environment.
- Experience in a Call Centre environment demonstrating a strong customer service focus, diagnosing and solving computer-related problems in a large, diverse computing environment.
- Experience with ServiceNow & Service Desk, NetBackup, xMatters, Unix and Windows Servers

**You must also have**:

- Excellent interpersonal skills and the ability to work cooperatively and professionally with City staff at all levels.
- Ability to analyze and document hardware and software, and communicate problems to senior staff, communicating with computer users in both business and technical terms.
- Ability to work independently and/or in a team environment.
- Knowledge of network communication technology and systems management software.
- Familiarity with information technology concepts, including hardware platforms, office tools, networking and all IT infrastructures. Adaptable to new processes and technology as required.
- Knowledge of Information Technology Infrastructure Library (ITIL) processes.
- Ability to travel to remote Data Centres within the City of Toronto as required.
- Proficiency with Microsoft Office suite tools.
- Must be flexible to work overtime as needed, often on short notice.

**NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES**:
**Internal** Job Posting Portal.

**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



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