SENIOR TECHNICAL SUPPORT SPECIALIST 1 (Enterprise Messaging Administrator)

Amendment #1 

03/10/2025 

Location updated 

Job ID: 53659

Job Category: Information & Technology

Division & Section: Technology Services, Technology Services Delivery

Work Location: 703 Don Mills Rd. North York, ON

Job Type & Duration: Permanent, Full-time

Salary: $112,280.00 - $149,247.00 (2024 rate)

Shift Information: Monday to Friday, 35 hours per week

Affiliation: Non-Union

Number of Positions Open: 1

Posting Period: 04-Mar-2025 to 18-Mar-2025

Job Description

Reporting to the Manager of Cloud and Infrastructure Services and working with the City’s M365 Team, the Senior Technical Support Specialist 1 (Enterprise Messaging Administrator) will be working within a large corporate technology services environment consisting of cloud environments and on-premise workloads, high capacity compute and storage systems; enterprise directories, databases and messaging systems (M365 and Exchange Online); system and security management tools. You will work with technical and security staff, business units and users to design and implement corporate-wide Technology Services strategies, policies, standards and guidelines to support the City of Toronto’s business and service delivery objectives.

In this role you will manage the implementation, operations, service development and advanced troubleshooting of the overall health of the City’s Enterprise M365 Messaging environment. As a Messaging Administrator and supervisor, you will implement and manage the policies, processes and operations of the City’s Exchange Online and associated messaging platforms and ensure the integration with the City’s corporate wide infrastructure and policies.

Major Responsibilities

Your primary responsibilities as a Senior Technical Support Specialist 1 (Enterprise Messaging Administrator) will be varied. Specifically, you will:

• Design, architect, analyze and implement detailed plans and recommend policies/procedures regarding the City’s Messaging environment (M365 Exchange Online and Cisco Ironport mail gateway) and eDiscovery requirements.
• Provide senior level support of the M365 Exchange Online and Cisco Ironport environment, services and user support including administration, configuration, security and privacy, account management, change management, capacity planning and licensing.
• Provide advice and consultation to business users and other technical staff to determine requirements, research solutions, evaluate alternatives, recommend policies regarding data integration, data security, licensing and product acquisition related to M365 and Messaging environments.
• Lead project teams comprised of members from other divisions and/or sections of the division, to determine requirements, research, evaluate, develop and/or acquire, implement and provide technical support for enterprise Messaging services and products to support business requirements.
• Configure and provide enterprise-wide backup and disaster recovery services in the M365 and Messaging environments to meet City policy and business recovery requirements.
• Impact change and release management processes for services, hardware and software. Provide risk assessments of changes and their impact on enterprise systems and users.
• Manage vendor relations.
• Provide input into and administer assigned budgets, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Develop, manage and report on detailed project plans. Ensure effective corporate standard system security and internal processing controls (audit controls) are maintained.
• Ensure timeliness and completion of corporate projects by providing input on project management and project planning.
• Influence project scope, monitor critical success factors, co-ordinate projects resources and report on project milestones/deliverables.
• Lead in the preparation of Request for Proposal (RFP), Request for Quotation (RFQ), and Request for Information (RFI) and participate in the evaluation and selection of technical solutions.
• Establish City wide standards related to the operability and high availability of corporate service/software/hardware/ products through the identification and resolution of service or performance problems and initiate changes to enhance problem avoidance.
• Review, evaluate, recommend and comment on emerging technologies and business innovation for improving service, reducing costs and enhancing efficiency on internal service improvement, cost efficiencies to the public.
• Work with highly confidential information; available 7x 24 while on-call to respond to critical page alerts.
• Supervise, motivate and train staff ensuring effective teamwork, high standards of work quality, service delivery, organizational performance and continuous learning and encourage innovation in others.
• Supervise the day-to-day operation of all assigned staff including the scheduling, assigning and reviewing of work. Authorize and co-ordinate vacation and overtime requests. Monitor and evaluate staff performance, salary increments, hear grievances and recommend disciplinary action when necessary.

Key Qualifications:

Your application for the role of Senior Technical Support Specialist 1 (Enterprise Messaging Administrator) should describe your qualifications as they relate to:

1. Post-Secondary education in Computer Science/Engineering or a related discipline (or an approved equivalent of education and/or work experience).
2. Extensive experience with Microsoft M365 Messaging services, including Exchange Online (EXO), Exchange Online Protection (EOP), eDiscovery, Security and Compliance (Purview), Azure Active Directory (Entra).
3. Extensive experience with SMTP mail protocols and gateways including Cisco Ironport or similar.
4. Extensive experience in IT Infrastructure and Operations in an IT production environment including team supervision and implementing policies and procedures for service and license management.
5. Experience in information systems security, risk management and/or IT-related function with emphasis on Information and Data Protection, Infrastructure, Identity and Endpoint Security, Security Intelligence and Analytics.
6. Experience with Microsoft PowerShell, Graph Explorer and diagnostic tools.
7. Strong communication skills.
8. Excellent organizational and project management skills.
9. Strong troubleshooting skills.
10. Ability to handling multiple competing priorities while working on multiple, complex, highly visible projects.

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.