Infrastructure Support Specialist

1 month ago

Markham, Canada City of Markham Full time

The City of Markham is proud to be recognized for the 4th consecutive year as one of Canada’s Best Employers by Forbes and Statista Inc. In 2024, the City of Markham is ranked the top city in Ontario and in the top 10 for Government Services. The recipient of multiple environmental awards, we are recognized for our innovative sustainability and urban planning initiatives as well as our fiscal accountability. More than 357,000 residents call Markham home and benefit from our rich heritage, culturally diverse environment, vibrant local economy and focus on quality of life.

Applications are now being received for the above position in the Information Technology Services Department within the Corporate Services Commission. To apply, please submit your resume and cover letter online by **May 14, 2024.**

**J**oin us and make a lasting difference**

**JOB SUMMARY**

**KEY DUTIES AND RESPONSIBILITIES**
- Provide Level 2 and Level 3 technical support for clients, ensuring efficient resolution of complex issues and escalations when necessary.
- Maintain all data center-related hardware, including servers, storage devices, and networking equipment, to ensure optimal performance, reliability, and security.
- Implement and manage backup, disaster recovery (DR), and replication solutions to safeguard critical data and minimize downtime in case of system failures or disasters.
- Demonstrate strong knowledge and proficiency in maintaining and supporting two tier firewall hardware and software and VPN configurations to ensure robust network security measures.
- Review firewall logs regularly to detect and respond to security threats, ensuring the integrity of network infrastructure.
- Manage and support Hyper-Converged Infrastructure (HCI) and VMware platforms, including installation, configuration, and ongoing maintenance to ensure stability and performance.
- Maintain accurate inventory records of hardware assets, including physical servers and virtual machines (VMs), with proper descriptions to facilitate efficient management and troubleshooting.
- Support patching activities across infrastructure components, ensuring systems are up to date with the latest security patches and updates.
- Follow the 3-2-1 backup strategy, ensuring that backups are performed regularly, with at least three copies stored on two different media types, and one copy stored offsite.
- Ensure tapes are sent offsite in a timely manner as part of the backup process, adhering to established backup and retention policies.
- Liaise with users, vendors, and other IT service delivery units on service-related issues, fostering effective communication and collaboration.
- Adhere to corporate policies, agreements, and other operational guidelines to maintain compliance and ensure consistent service delivery.
- Perform other related duties as assigned, contributing to the overall success of the IT infrastructure team.
- Based on the nature of the job, must be prepared to work beyond normal business hours, be on-call, or standby at short notice to implement solutions or address critical issues.
- Ensure infrastructure hardware and software are running the latest releases, coordinating updates and patches as necessary to maintain security and performance.

**REQUIRED SKILLS & COMPETENCIES**
- A diploma in computer science or related discipline and 3-5 years of experience.
- Any professional designation will be considered an asset
- Strong understanding of data center-related hardware, backup and disaster recovery solutions, firewall management, HCI, VMware, and M365 platforms.
- Proficiency in maintaining and supporting firewall software and hardware, with a focus on network security.
- Experience with Hyper-Converged Infrastructure (HCI) and VMware platforms, including installation, configuration, and administration.
- Excellent organizational skills, with the ability to maintain accurate inventory records and adhere to backup and retention policies.
- Strong analytical and problem-solving skills, with the ability to troubleshoot complex issues and implement effective solutions.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
- Ability to work independently and prioritize tasks in a fast-paced environment.

**CORE BEHAVIOURS**
- ** Service Excellence**: Meets or exceeds service standards when interacting with customers in the community and in the organization.
- ** Change & Innovation**: Responds positively and professionally to change and helps others through change.
- ** Teamwork & Relationship Building**: Interacts with others in an inclusive, collaborative and respectful way that creates effective working relationships.
- ** Communication**: Communicates in a clear, professional and respectful way; demonstrates active listening.
- ** Accountable & Results Oriented**: Demonstrates ethical behaviour and accountability, aligns with City values, and abides by relevant policies

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