Enterprise Technical Support Specialist

4 weeks ago

Toronto, Canada City of Toronto Full time

**Job ID**: 36166

**Job Category**:Information & Technology

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

**Work Location**:100 Queen St. W

**Job Type & Duration**:Permanent, Full-time

**Hourly Rate and Wage Grade**:$47.54-$52.10, wage grade 15

**Shift Information**: Monday to Friday, 35 hours per week

**Affiliation**: L79 Full-time

**Number of Positions Open**: 1

**Posting Period**:23-May-2023 to 06-Jun-2023

**Major Responsibilities**:
Reporting to the Supervisor Wireless Applications, in the Voice and Wireless Applications unit,the Enterprise Technical Support Specialist participates in the implementation, administration and optimization of the various Mobile Device Management solutions in the enterprise environment and ongoing support for all wireless telecommunications solutions in accordance with the Division's information technology methodology and standards. Works as part of a team to:

- Performs analysis, contributes and provides technical consultation in support of recommendations to current business practices, business and information processes, service delivery and knowledge utilization for Wireless Telecommunications related projects and services
- Performs analysis of software, hardware and wireless telecommunications carrier services using diagnostic tools to ensure the optimum operation and maintenance of technology solutions
- Ensures proactive action is taken for the operation, installation and support of the enterprise systems and solutions
- Provides assistance and technical support in the planning, assessment, design, construction and implementation of upgrades to the existing wireless telecommunications solutions and enhancements/additions of future technologies
- Conducts research and evaluations of enterprise wireless and mobile hardware/software solutions and makes recommendations
- Maintains security on all wireless and mobile hardware, software and solutions, including set up, revision and cancellation of device security policies
- Monitors enterprise Mobile Device Management server systems, products and network usage, performance and capacity. Performs trend analysis for system improvements
- Performs enterprise-wide user accounts administration including addition, deletion and change of user accounts according to approved policy, standards and procedures
- Responds to user inquiries, investigates and analyzes problems and develops solutions and/or action plans
- Conducts, updates and improves reviews of documentation, manuals, standards and procedures
- Participates in the preparation of RFI/P/Qs, Business Cases and other formal project documents; participates in evaluation, selection and recommendation of technical solutions

**Key Qualifications**:

- Extensive experience in a large scale Mobile Device Management solution environment, including WorkSpace One (with AirWatch) and Microsoft Intune.
- Extensive experience with wireless telecommunications systems and products.
- Extensive experience providing technical support in a large customer environment in areas relating to the functional design and operation of various wireless telecommunications solutions and technologies.
- Considerable experience with Windows based computer operating systems.

**You must also have**:

- Excellent interpersonal skills with the ability to establish and maintain effective working relationships with all levels of staff and external contacts.
- Excellent verbal and written communication skills with the ability to communicate clearly and effectively in order to communicate detailed technical information to a variety of audiences.
- Ability to work independently and cooperatively with others in a team environment.
- Ability to work under time constraints and to meet deadlines.
- Must be able to work flexible hours.
- Must be willing to be on call for support of productions systems.

**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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