Technical Support Specialist

1 week ago

Toronto, Ontario, Canada Toronto Community Housing Full time
Job Title: Technical Support Specialist

We are seeking a highly skilled Technical Support Specialist to join our team at Toronto Community Housing. As a key member of our Information & Technology Services Unit (ITS), you will play a critical role in providing technical expertise and support for our network and infrastructure environment.

Key Responsibilities:
  • Provide second-level on-site/remote support for LAN/WAN, servers, networking, and cloud computing infrastructure.
  • Support and administration of Azure Cloud foundations and services, including cloud backup and recovery.
  • Identify, document, escalate, and manage vulnerability resolutions.
  • Implement solutions based on best practices and compliance with cybersecurity and corporate guidelines.
  • Strong technical lead to troubleshoot Hybrid Cloud/On-prem infrastructure to resolve operational issues and restore/optimize services.
  • Proactively engage with vendor professional services to monitor, identify, troubleshoot, escalate, and resolve core infrastructure components.
  • Work closely with the IT Architecture team to develop a server/application design strategy and make recommendations regarding future enhancements.
  • Assist with project plan development, requirements gathering, research, solution evaluation, and recommendation.
  • Support IT project lifecycle, including building/configuring Development/Quality Assurance/User Acceptance Testing, and Production environments aligned to CIS hardening standards.
  • Provide technical guidance for project team members with respect to specific projects or tasks and monitor progress and results.
  • Assist Cybersecurity with risk assessments on emerging threats, vulnerabilities, and developing remediation action plans.
  • Collaborate with Cybersecurity Team to ensure proper controls are deployed to cloud services.
  • Implement/maintain infrastructure management best practices aligned to Cybersecurity policies and governance.
  • Identify, document, escalate cybersecurity events/incidents in strict adherence to published policies.
  • Provide second-level support and guidance to Service Desk/fellow team members to troubleshoot, accurately diagnose, and resolve infrastructure/network incidents/problems, including root cause analysis.
  • Ensure optimal performance of the Company's physical data, network, and communications infrastructure by proactively monitoring performance indicators and troubleshooting connectivity problems.
  • Monitor DEV/UAT/PROD environment health and initiates corrective actions as required.
  • Escalate issues, problems, risks, and constraints to appropriate parties for clarification and resolution.
  • Analyze patterns and trends in problems encountered to identify and address common user issues.
  • Collaborate with Incident Manager to identify and integrate event management alerts in ServiceNow.
  • Perform data backup and recovery to ensure the integrity and availability of user data, databases, and the network environment.
  • Review and install operating system/service pack/security updates to ensure the sustainability, reliability, availability, and security of corporate infrastructure environment.
  • Develop and maintain technical documentation, run books, deployment/operational support procedures.
  • Configure, document, and deploy compliant infrastructure and supporting services to cloud platform.
  • Document, maintain, and test BCP/DR plans to ensure business continuity.
  • Attend weekly ITSM, Operations Review, and Incident/Problem Review meetings as required.
  • Interface directly with end users and key stakeholders as required.
  • Participate in after-hours on-call rotation with fellow team members.
  • Some travel may be involved.
  • Other duties as deemed necessary.
Requirements:
  • Bachelor's degree in computer science or equivalent combination of education, certification.
  • 5+ years of experience in cloud infrastructure administration, developing, coordinating, planning, delivering, and deploying cybersecurity practices hybrid cloud/on-premises environment.
  • Recognized certificate in one of the following: Microsoft Azure Administration (AZ104), MCSE, CCNP, CCNA, CompTIA Server+, MCSE, CompTIA Cloud+, or VCP is preferred.
  • Previous experience with Azure Infrastructure-as-a-Service (IaaS), Platform-as-a-Service (PaaS), and Software-as-a-Service (SaaS).
  • Solid understanding of enterprise storage, compute, and networking technologies.
  • Working knowledge of Azure Active Directory Connect synchronization software.
  • Experience implementing and supporting Microsoft technologies in a complex hybrid environment, including Azure Active Directory, LDAP, M365, MS MFA, SharePoint, Exchange Online, Intune, Teams.
  • Experience supporting MS Windows Server 2019/2016/2012, SQL Server 2016/2014/2012, IIS, Linux, etc.
  • Deploy, troubleshoot, and remediate Windows server OS both on premise and on Azure.
  • Experience supporting, delivering, and implementing cloud adoption strategies and infrastructure services.
  • Experience supporting distributed hybrid infrastructure environment, including MS Azure, Cisco Blade servers; Hitachi SAN, Hitachi Content Platform (HCP), VOIP, Cisco routers, switches, and wireless.
  • Expertise in implementing and supporting VMware VSphere 7/8 Enterprise, VCenter, and VRealize.
  • Experience with supporting Zscaler (ZIA/ZPA) Secure Internet Gateway, CrowdStrike Falcon (anti-virus/endpoint detection and response/threat hunting), Tenable Nessus vulnerability management, and Avast CloudCare considered definite assets.
  • Previous experience supporting with Cisco Unified Communications Manager (CUCM) and WebEx.
  • Previous experience with Commvault backup and recovery.
  • Proven technical system management skills, specifically with technical issues at the server and Local Area Network level; experience with server and network management software; server configuration and installation problem determination and resolution.
  • Familiarity with incorporating CIS (Center for Internet Security) benchmark and hardening standards.
  • Strong knowledge of Information and Cybersecurity principles, best practices, and industry standards.
  • ITIL certification and previous experience with ServiceNow.
  • Proven commitment to customer service, performance quality, and continuous improvement.
  • Strong conceptual, analytical, and problem-solving skills with good oral and written communications skills.
  • Work effectively as part of a team, independently, and after hours as required.
  • Ability and sensitivity in providing respectful service to diverse populations (age, race, language, gender, sexual orientation, culture, and disability).

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