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Technical Support Specialist
2 months ago
At Toronto Community Housing, we are seeking a highly skilled Technical Support Specialist to join our Information & Technology Services Unit (ITS). This is an exciting opportunity to work with a dynamic team and contribute to the delivery of services to our tenants in Toronto.
Key Responsibilities:- Provide second-level on-site/remote support for LAN/WAN, servers, networking, cloud computing infrastructure, including configuration, installation, hardware, and software support.
- 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. Ensure project deliverables are completed accurately and on time.
- 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.
- 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).
