Enterprise Technical Support Specialist

2 months ago

Toronto, Canada City of Toronto Full time

**Job ID**: 35700

**Job Category**:Information & Technology

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

**Work Location**:703 Don Mills

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

**Hourly Rate**:$47.54 - $52.10

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

**Affiliation**: L79 Full-time

**Number of Positions Open**: 1

**Posting Period**: 24-Mar-2023 to 11-Apr-2023

Reporting to the Senior Technical Support Specialist (Directory Services) in the Cloud & Internet Services unit, this individual will bring considerable experience in the directory services area, helping to maintain the City's directory service environment, and provide technical information and instructions to a wide range of users ranging from fellow IT administrators to end users.

Works as part of a team to:
**Major Responsibilities**:

- Performs analysis of enterprise software, hardware and transmission facility using diagnostic tools to ensure the optimum operation and maintenance of technology solutions.
- Ensures pro-active 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 systems and enhancements/additions of future enterprise technologies.
- Conducts research and evaluations of enterprise hardware/software solutions and makes recommendations.
- Maintains security on all enterprise server hardware, software and network, including set up, revision and cancellation of securities.
- Monitors enterprise 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.

**Key Qualifications**:

- Post-secondary education in Data Communication or Computer Sciences, or the equivalent combination of education and/or related experience.
- Experience working in an IT production, systems management and development environment.
- Extensive experience working with identity management solutions in large enterprise environment.
- Extensive experience in Microsoft Active Directory and Azure Active Directory, Novell/OpenText eDirectory, as well as operating systems (both servers and clients).
- Experience in various enterprise solutions such as document management system, enterprise fax software, etc.
- Experience with, and good knowledge of, various communication and authentication protocols, such as SMB, Kerberos and LDAP.
- Extensive experience in authentication protocols, SSO, remote access such as VPN, Citrix solutions, as well as MFA solutions such as RSA and VIP.
- Extensive experience in identifying business and technical risks associated with Identity and Access Management solutions, as well as information security best practices.
- Considerable experience with security and vulnerability assessment.
- Excellent communication skills, with the ability to convey detailed technical information clearly and effectively to a variety of audiences.
- Extensive experience in identifying business and technical risks associated with Identity and Access Management solutions, as well as information security best practices.

**You must also have**:

- Knowledge of planning, evaluation, analysis, design, implementation and integration of enterprise products in a large, diverse computing and telecommunication environment.
- Ability to troubleshoot and help resolve reported incidents or achieve systems enhancement through clear communication.
- Highly developed analytical skills to research problems, evaluate and identify business requirements and make recommendations to senior management.
- Capability of leading the technical change process, from planning to implementation.
- Excellent interpersonal skills, with the ability to work independently and cooperatively with others in a team environment as well as establish and maintain effective working relationships with all levels of staff and external contacts.
- Commitment to customer service, performance quality and continuous improvement.
- Ability to work flexible hours and days, evenings and nights, including weekends, under deadline and time constraints.
- Ability to work on standby and provide on-call support for production systems.
- Ability to drive and travel across various office locations within the City to support production systems.
- Demonstrated communication skills to provide troubleshooting support, prepare technical documentation, report on problems and deal effectively with all levels of management and staff.
- Ability to work effectively as a m

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