Enterprise Technical Support Specialist

3 weeks ago

Toronto, Canada City of Toronto Full time

**Job ID**: 35478

**Job Category**:Information & Technology

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

**Work Location**:703 Don Mills Rd.

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

**Hourly Rate and Wage Grade**:$47.54 - $52.10, Wage Grade 10

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

**Affiliation**: L79 Full-time

**Number of Positions Open**: 1

**Posting Period**: 12-Apr-2023 to 26-Apr-2023
- Utilize your experience in implementing, configuring and administering enterprise monitoring and event management tools such as HP/MicroFocus Operations Bridge Manager, along with familiarity with ServiceNow as an Enterprise Technical Support Specialist (Monitoring and Event Management Specialist).- Reporting to the Senior Technical Support Specialist (Team Lead), in the Monitoring and Event Management Services area, you will participate in a key role in the implementation, configuration, administration and ongoing support of the currently deployed and transition to new enterprise monitoring and event management tools. Utilizing a growing knowledge of enterprise tools, as a permanent full-time Enterprise Technical Support Specialist (Monitoring and Event Management Specialist), you will work as part of a team to build, grow, and sustain the existing solutions while transitioning to new software solutions and their various integrations into other tools for Service Management, Configuration Management, and Asset Management, as well as other ITSM processes.**Responsibilities**:
**Your primary responsibilities as an Enterprise Technical Support Specialist (Monitoring and Event Management Specialist) will be varied. Working as part of a team, you will**:

- Performs analysis of enterprise monitoring and event management software, hardware and communication 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 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 degree or diploma in Computer Science, or an equivalent combination of education and/or work experience.
- Extensive experience in installation, configuration and administration with multiple enterprise monitoring and event management solutions (current or most recent release of enterprise solutions such as ServiceNow, MicroFocus Operations Bridge Manager and/or CA Unicenter is an asset)
- Considerable experience with monitoring and event management tools and integrations such as Nagios, Oracle OEM, MicroFocus NNMi, CiscoWorks, SAP Solution Manager, MS SCOM/SCCM/MEM/WMI, or others.
- Considerable experience developing operating system software and infrastructure Event Management policy
- Experience in integration of information to/from centralized Configuration Management Services such as HP Universal CMDB, HP Universal Discovery, BMC Atrium, ServiceNow CMDB, Chef, Puppet, Salt, AWS Config, AWS OpsWorks, Fabric or Ansible
- Experience with programming/scripting languages or solutions including any of Perl, TQL, Bash, C++, Java, C#, VB, Python, Jython, PHP, Powershell, JavaScript, Groovy, Ruby, etc (working knowledge of two or more is preferred).

**You must also have**:

- Ability to communicate and provide support of servers, cloud solutions and/or large enterprise-scale solutions
- Understanding of staying current and securing deployed solutions an asset
- Knowledge with Change Management principles and processes would be an asset
- Understanding of overall ITIL/ITSM best practice concepts (ITIL/ITSM Foundation Certificate is preferred).
- Ability to specify operational standards, identify client requirements, review and evaluate options, and implement policies and procedures to meet client needs
- Strong conceptual, analytical and problem-solving skills.
- Proven commitment to customer service, performance quality and continuous improvement.
- Excellent interpersonal, communication skills to provide troubleshooting support, prepa

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