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About the Role

As an integral part of the IT Division Data Centre team, you will perform a variety of operations support duties to meet system user needs and requests as well as ensure overall system availability – from providing Service Desk services and troubleshooting to resetting user IDs and passwords and maintaining records and documentation.

Responsibilities

• Liaises with Operations Support Analysts, Technical Support Specialists, end users and others to ensure the effectiveness, availability, reliability and security of Information & Technology systems and services.
• Provides help desk services, responding to user needs and requests, troubleshoots, creates, deletes and resets user-ids/passwords, maintains records and logs and ensures overall server availability.
• Responds to unscheduled system shutdowns and emergency situations, evaluates user impacts and initiates recovery procedures and escalates the emergency situation accordingly.
• Monitors the Data Centre physical environment, to ensure security of physical access, and adequate environmental control.
• Monitors the operating condition of computer and communications equipment and applications, to detect, investigate, analyze and attempt resolution of problems, and to escalate problems as appropriate.
• Performs system administration and operation, including backups and recoveries, loading and unloading tapes and other media, and maintenance of operational logs.
• Prepares summary reports of problem or service interruption and accompanying trend analyses.
• Reviews the effectiveness of operational standards, procedures and processes and recommend changes.
• Accepts, processes and distributes materials to and from the Data Centre, including printout, tape and other data media, computer systems and network equipment; maintaining records and inventory control.
• Maintains hardware facilities documentation and records.
• Responds to requests regarding user requirements and enquiries about technical problems relating to back-up and archiving from staff in internal user departments and local municipalities.
• Provides support to the Parking Tag Operations processing centre.

Requirements

• Post secondary education in Computer Science or a related discipline, or an approved equivalent combination of education and/or experience.
• Experience with Net backup Administration in a multi-platform IT environment.
• Experience in a Call Centre environment demonstrating a strong customer service focus, diagnosing, and solving computer-related problems.
• Experience with ServiceNow and Service Desk, NetBackup, xMatters, Unix and Windows Servers.
• Ability to analyze and document hardware and software, and communicate problems to senior staff, in both business and technical terms.
• Ability to work independently and/or in a team environment.
• Ability to adapt to new processes and technology as required.
• Knowledge of network communication technology concepts, including hardware platforms, office tools, networking and all IT infrastructures.
• Knowledge of Information Technology Infrastructure Library (ITIL) processes.
• Excellent interpersonal skills and the ability to work cooperatively and professionally with City staff at all levels.
• Proficiency with Microsoft Office suite tools.
• Must have flexibility to work overtime as needed, often of short notice.
• Must possess and be able to maintain a valid Province of Ontario, Class "G" Driver's Licence with access to reliable transportation.
• Must be able to work shift (days, evenings and overnights) and work over-time (OT) when required.

Skills

• Troubleshooting
• ITIL
• Hardware and software analysis and documentation
• Service Desk
• NetBackup Administration
• ServiceNow
• xMatters
• Unix
• Windows Servers
• Network communication technology
• Microsoft Office suite

Location

• 703 Don Mills Rd., North York, ON M3C 3N3

Work Type

• Temporary
• Full-Time
• Onsite

Experience Level

• Operations Support Analyst 2

Education Level

• Post secondary education in Computer Science or a related discipline, or an approved equivalent combination of education and/or experience.

Salary/Compensations

• $42.28- $46.31 per hour

About the Company

• The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve.
• 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).

Equal Opportunity

• The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve.
• 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.