APPLICATION & TECH SUPPORT SPECIALIST 1

Under the direction of the Senior Systems Integrator, Clerk IT Client Services, the incumbent provides expertise of a technical and business nature related to Application, Desktop, Network, Security & Access Management and Server Supports in addressing opportunities/challenges.
Schedules workload and sets priorities
Leads team in identification and resolution of issues and problems
Provides expertise in assessment, analysis, evaluation of alternatives and resolution of issues & problems
Liaises and co-ordinates with internal & external groups on resolution of problems
Recommends preventative solutions to mitigate recurrence of similar problems
Develops and recommends improvements to current environment, policies & processes
Acquires and disposes of hardware and software
Configures network and server-related hardware and software
Monitors and maintains access and security of data and infrastructure
Configuration of server hardware and software
Advises desktop configuration management teams on hardware & software technologies and deployment alternatives
Advises network management teams on hardware & software technologies, connectivity and backup & recovery alternatives
Advises security management & control teams on security-related technologies and access control alternatives Performs capacity planning
Reviews work of staff and provides training to them
Prepares, directs, and recommends for approval training material and documentation for use by clients and staff
Provides training to clients in use of technology
Prepares statistics and drafts summary reports
Supports the centralized management of access control
Installs/rolls out application, hardware and/or software and takes inventory of such assets Attends committee meetings
Travels to off-site locations

Key Qualifications:
Your application must describe your qualifications as they relate to:

Extensive experience providing over-the-phone and in-person technical support to high profile clients while documenting requests and incidents as per ITIL processes.
Extensive experience in end-to-end systems management (i.e. mobile devices, printers, servers, applications and databases), including systems documentation, applying industry standards and protocols, systems planning and implementation, application and user security, scripting and systems testing.
Extensive experience configuration and supporting the following technologies such as Windows Server, t, Linux, Backup and recovery solutions, File Sharing solutions, SQL Server, Microsoft Active Directory domains and Active Directory Federated Services.
Considerable experience securely configuring and supporting business applications such as Microsoft Office 365, Collaboration platforms, and high-volume printing and sorting solutions.
Considerable experience leading complex technology projects for both internally and externally hosted services.

You must also have:
Ability to communicate effectively through excellent interpersonal, oral, and written communication skills to provide troubleshooting support, prepare technical documentation and reports on problems and to deal effectively with staff at all levels within the organization.
Ability to deliver superior customer service, uphold high performance quality and drive continuous improvement.
Ability to work with minimum supervision, set priorities, plan and execute tasks.
Ability to occasionally work outside standard business hours as required.
Ability to establish and maintain good consulting relationships with clients and vendors.
Knowledge of systems and network hardware and software such as Novell Netware, Windows 10/11, Mac OS, Jira, Confluence, HP, and/or Ricoh multifunction devices.
Ability to follow and enforce Cybersecurity best practises.
Knowledge of cloud-based solutions.
Knowledge of ServiceNow, or equivalent tool, for incidents and service requests monitoring
Knowledge of Micro Focus Asset Manager (MFAM)
Knowledge of administering and deploying automated software packages.
Knowledge of 3G/4G/5G, LTE and later mobile communications technologies.
Knowledge of project methodologies and various levels of system and/or application testing.
Ability to lift/move equipment/boxes up to 40 lbs.
Ability to travel to various work locations in a timely and efficient manner.

Asset:
A valid Ontario Class "G" Driver's License and access to a personal vehicle for work is an asset.
Industry certifications from Microsoft, Cisco, VMware and Amazon would be an asset.
Knowledge of ITIL processes. ITIL certification would be an asset.
Knowledge of Case Management Systems, an asset.
Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation
The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.

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