Enterprise Technical Support Specialist

**Job ID**: 51269

**Job Category**:Information & Technology

**Division & Section**:Technology Services, Project and Strategy Delivery

**Work Location**:Metro Hall, 55 John Street

**Job Type & Duration**:Full-Time, Temporary Vacancy (12 months)

**Hourly Rate and Wage Grade**:$48.49 - $53.14, TFS194, Wage Grade 15

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

**Affiliation**: L79 Full-time

**Number of Positions Open**: 1

**Posting Period**: 18-Dec-2024 to 06-Jan-2025

**Job Summary**:
As an **Enterprise Technical Support Specialist**and integral member of our Network Services Unit team, you will perform analysis of enterprise software, hardware, and transmission facilities, using diagnostic tools to ensure the optimum operation and maintenance of technology solutions. We will also count on you to ensure that proactive action is taken for the operation, installation and support of the enterprise network and solutions.

**Major Responsibilities**:
In the role of Enterprise Technical Support Specialist, you will:

- Perform analysis of enterprise software, hardware and transmission facility using diagnostic tools to ensure the optimum operation and maintenance of technology solutions.
- Ensure pro-active action is taken for the operation, installation and support of the enterprise systems and solutions.
- Provide 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.
- Conduct research and evaluations of enterprise hardware/software solutions and makes recommendations.
- Maintain security on all enterprise server hardware, software and network, including set up, revision and cancellation of securities.
- Monitor enterprise systems, products and network usage, performance and capacity. Performs trend analysis for system improvements.
- Perform enterprise-wide user accounts administration including addition, deletion and change of user accounts according to approved policy, standards and procedures.
- Respond to user inquiries, investigates and analyzes problems and develops solutions and/or action plans.
- Conduct, update, and improve reviews of documentation, manuals, standards and procedures.

**Key Qualifications**:

- Post-secondary education in Network Engineering, Data Communication or Computer Sciences, or an equivalent combination of education and experience.
- Experience in planning, designing and implementing network technology in a highly complex Cisco, Checkpoint, and Fortinet environment which includes data, voice, security and wireless infrastructure
- Experience in LAN / WAN / Cloud administration in a Cisco / Meraki / Security Appliances and Windows network environment utilizing TCP/IP protocol suite and Cisco Routing and Switching technologies.
- Experience in software-defined networking (SON) solution designed for data centers as well as SD-WAN solution
- Experience in Network Access Control (NAC) / Cisco Identity Services Engine (ISE) integration with wired data and wireless infrastructure as well as posture and client provisioning
- Experience in deploying security infrastructure, including Checkpoint, Fortinet Next Generation Firewalls.
- Experience in analysing, troubleshooting network issues using Cisco ISE, Prime, DNA-C, NetScout, MOM, DNS/IPAM/DNS/DHCP, Wireshark, and 802.11a/g/n Wireless technologies and implementing corrective actions.
- Experience in RF planning including passive and active site survey, use of Ekahau software, and ability to troubleshoot wireless infrastructure.

**You must also have**:

- Ability to collaborate with vendors as well as with cross functional teams for troubleshooting
- Proficiency in maintaining design documents in MS Visio and ability to communicate and train both technical and non-technical stakeholders
- Understanding of structured network cabling standards and design
- Ability to travel with the City of Toronto
- Knowledge of networks, network operating systems, network devices, network design principles, network analysis and telecommunication principles.
- Knowledge of various network-related technologies, including QoS, Multicasting, VPN, 802.1q, QinQ, Ether-channel and other trunking technologies.
- Knowledge of Cisco hardware, including 960x, 930x and virtual switching.
- Understanding of OSPF, BGP, MP-BGP, and MPLS.
- Knowledge of Cisco unified wireless technologies, including Cisco wireless controllers and point-to-point wireless bridges.
- Understanding of structured network cabling standards and design.
- Excellent conceptual, analytical and problem-solving skills.
- Strong skills in developing, maintaining and testing disaster recovery plans.
- Commitment to customer service, performance quality and continuous improvement.
- Interpersonal, oral and written communication skills to provide troubleshooting support, prepare technical documentation, report on problems and deal effe