SENIOR TECHNICAL SUPPORT SPECIALIST 1

Major Responsibilities:

• Designs, architects, analyzes and implements detailed plans and recommends policies/procedures regarding program specific requirements.
• Supervises, motivates and trains assigned cross divisional project staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Supervises the day to day project operation of all assigned staff including the scheduling, assigning and reviewing of work. Authorizes and co-ordinates vacation and overtime requests. Monitors and evaluates staff performance, salary increments, hears grievances and recommends disciplinary action when necessary.
• Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Provides advice and consultation to business users and other technical staff to determine requirements, research on solutions, evaluate alternatives, and to recommend policies, data integration, data security, network infrastructure, common software required, and the final product acquisition.
• Leads technical project teams comprised of members from other department and/or sections of the division, to determine requirements, research, evaluate, develop and/or acquire, implement and provide technical support for enterprise software products to support business requirements.
• Provides senior level support of the enterprise software and hardware installation, upgrades, configuration, account management, security administration, capacity planning and performance tuning.
• Performs hardware, software, appliance and related tools installation, configuration, maintenance and upgrades. Also, performs account management, system monitoring and security services on the systems. This includes the creation of City wide policies and standards, and enforcement of the standards relating to users account creation and the access permissions for the users.
• Provide enterprise wide backup and disaster recovery services to meet the business recovery requirements. Responsible for the capacity planning, security measurement, and performance tuning of the overall infrastructure, including Internet, Intranet and Extranet environments.
• Develops, manages and reports on detailed project plans. Ensures effective corporate standard system security and internal processing controls (audit controls) are maintained.
• Impacts change management for both hardware and software, and manages vendor relations in the case of external hardware, systems software, network and/or service acquisitions. Provides risk assessment and it's potential impact on enterprise systems and users.
• Ensures timeliness and completion of corporate projects by providing project management and project planning. Influences project scope, monitors critical success factors, co-ordinates projects resources and reports on project milestones/deliverables.
• Leads in the preparation of Request for Proposal (RFP), Request for Quotation (RFQ), and Request for Information (RFI) and participates in the evaluation and selection of technical solutions.
• Establishes City wide standards related to the operability and high availability of corporate data center software/hardware products through the identification and resolution of service or performance problems and initiates changes to enhance problem avoidance.
• Reviews, evaluates, recommends and comments on emerging technologies and business innovation for improving service, reducing costs and enhancing efficiency on internal service improvement, cost efficiencies to the public.
• Works with highly confidential information; available 7x 24 while on-call to respond to critical page alerts.
• Develops technical criteria of the overall mass storage and storage area networks (SAN) to meet the open systems storage requirements of the corporate consolidated data centre.

Key Qualifications:

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

1. University degree in Computer Science or a related discipline, with extensive large-scale application system development and sustainment experience, or an approved equivalent combination of education and/or experience.
2. Extensive experience in all stages of the system development lifecycle, utilizing an enterprise architecture approach and system development methodologies.
3. Considerable experience with solution integration and implementation working with TSD infrastructure teams, including Server & Storage Solutions, Enterprise System Products, Data Centre Operations, Network Services, Voice & Wireless Applications, Desktop Services, and Service Desk.
4. Considerable experience with solution design supporting various application platforms (e.g., IBM Maximo, Java, Mobile, etc.) integrated through modern technology approaches such as Web-services, REST, and JSON, including managing release cycles.
5. Experience in capacity planning, system monitoring, performance tuning and problem determination for a complex IT landscape in a large, diverse computing and telecommunication environment.
6. Experience using some of the following or equivalent tools and methodologies: Information Technology Infrastructure Library (ITIL), Project Management Methodology (PMBOK compliant), Java Enterprise Edition, Oracle Database, IBM WebSphere, Eclipse Java IDE, ESRI ArcGIS, Active Directory, Crystal Report, MS Server, MS .Net, MS SQL Server, MS IIS, MS SharePoint, MS Mobile Device Management, Apache, Citrix, HP Testing Suite, JIRA.

You Must Also Have:

• Experience in data analysis, database design, SQL programming, reporting, performance tuning, is an asset.
• Demonstrated business acumen and a high level of expertise using communication, problem-solving, negotiation and conflict resolution and facilitation skills with a variety of audiences to achieve the desired results within critical timeframes.
• Strong written and oral communication skills, including presenting and composing written documents appropriate for clients.
• Strong customer service orientation along with a demonstrated ability to establish and maintain effective stakeholder relationships.
• Excellent problem-solving, leadership, facilitation and interpersonal skills.
• Ability to work effectively as a team member, collaboratively in a multidisciplinary team environment and independently, as required.
• Ability to develop, maintain and execute both test plans and disaster recovery plans.
• Knowledge in Desktop-related hardware and software, including client endpoint computing devices, Operating systems, Productivity software and related configurations.
• Knowledge of current and emerging computing platforms, client-server configurations, local and wide area networks, Enterprise System Management in the areas of desktop management, Event management, desktop Monitoring and desktop security
• Ability to work flexible hours, including days, afternoons, nights and weekends, as required.