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SENIOR TECHNICAL SUPPORT SPECIALIST 1

 

  • Job ID: 40724
  • Job Category: Information & Technology
  • Division & Section: Technology Services, Technology Services Delivery
  • Work Location: 703 Don Mills road
  • Job Type & Duration: Full-time, Permanent Vacancy
  • Salary: $112,000.00 - ​​​​​​​$144,200.00
  • Shift Information: Monday to Friday, 35 hours per week 
  • Affiliation: Non-Union
  • Number of Positions Open: 1 
  • Posting Period: 03-JUL-2024 to 17-JUL-2024 

Job Description

Reporting to the Manager of Cloud and Infrastructure Services and working with the Corporate Directory Services Team, the Senior Technical Support Specialist 1 (M365 Global Administrator) in the Microsoft M365 environment 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; 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 Microsoft M365 Cloud based services. As a Global Administrator you will implement and manage the policies, processes and operations of the City’s Global Microsoft M365 and Azure 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 (M365 Global Administrator) will be varied. Specifically, you will:

  • Design, architect, analyze and implement detailed plans and recommend policies/procedures regarding M365 tenant requirements. Special attention is required to ensure the City's requirements for security, privacy and information management are met.
  • Provide senior level support of the M365 environment, services and users including Global administration, configuration, security and privacy, account management, change management, capacity planning and licensing.
  • Participate and lead governance processes to establish policies, process and standards.
  • Perform management, monitoring and security services on the City’s M365 tenant and related systems including the creation and application of City-wide policies, processes and standards.
  • 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, network infrastructure, software, licensing and product acquisition related to M365 and Azure 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 services and products to support business requirements.
  • Configure and provide enterprise wide backup and disaster recovery services in the M365 and Azure environments to meet City policy and business recovery requirements.
  • Impact change and release management processes for services, hardware and software, and manage vendor relations in the case of external hardware, software, network and/or service acquisitions. Provide risk assessments of changes and their impact on enterprise systems and users.
  • 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 software/hardware/service 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, organizational performance and continuous learning and encourage innovation in others.
  • Supervise the day to day project 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 (M365 Global 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 knowledge and experience with Microsoft M365 services, including Global Administration, Azure Active Directory, Security, Network.
  3. Extensive knowledge and experience on M365 platform implementation and management including Exchange, SharePoint, OneDrive, Teams, Security and Compliance as well as Power platform.
  4. Extensive experience in IT Infrastructure and Operations with at least 5 years of applied experience in an IT production, systems management or development environment.
  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 in architecting, provisioning and operating (as Global Administrator) secure multi-tenant PaaS and IaaS cloud environments and solutions with Microsoft M365 and Microsoft Azure platforms in a large organization.
  7. Experience with designing and implementing policies and procedures for license, service and identity management processes.
  8. Experience with Microsoft PowerShell, Graph Explorer and diagnostic tools.
  9. Working experience with SAML (Security Assertion Markup Language), SIEM (Security Information and Event Management), CAPM (Cloud Application Performance Management), CASB (Cloud Access Security Broker) products, tools or services is an asset.
  10. Work experience with Cloud security industry standards such as Cloud Security Alliance (CSA), ISO/IEC 27017 and NIST 500 291 is an asset.
  11. Strong communication skills.
  12. Excellent organizational and project management skills.
  13. Strong troubleshooting skills.
  14. Ability to handling multiple competing priorities while working on multiple complex, highly visible projects.

 

Note To Current City of Toronto Employees

City of Toronto employees are eligible to apply for the posted job opportunity, but cannot hold two different jobs. To be considered for this job posting, you must indicate that you are a "Current City of Toronto employee" on the on-line application form, and provide your "Employee Number".

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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