ENTERPRISE TECHNICAL SUPPORT SPECIALIST - Jobs in Toronto, ON

Job Description

Job ID: 35478

Job Category: Information & TechnologyDivision & Section: Technology Services, Technology Services DeliveryWork Location: 703 Don Mills Rd.Job Type & Duration: Permanent, Full-timeHourly Rate and Wage Grade: $47.54 - $52.10, Wage Grade 10Shift Information: Monday to Friday, 35 hours per weekAffiliation: L79 Full-timeNumber of Positions Open: 1Posting Period: 12-Apr-2023 to 26-Apr-2023

Job DescriptionUtilize your experience in implementing, configuring and administering enterprise monitoring and event management tools such as HP/MicroFocus Operations Bridge Manager, along with familiarity with ServiceNow as an Enterprise Technical Support Specialist (Monitoring and Event Management Specialist).Reporting to the Senior Technical Support Specialist (Team Lead), in the Monitoring and Event Management Services area, you will participate in a key role in the implementation, configuration, administration and ongoing support of the currently deployed and transition to new enterprise monitoring and event management tools. Utilizing a growing knowledge of enterprise tools, as a permanent full-time Enterprise Technical Support Specialist (Monitoring and Event Management Specialist), you will work as part of a team to build, grow, and sustain the existing solutions while transitioning to new software solutions and their various integrations into other tools for Service Management, Configuration Management, and Asset Management, as well as other ITSM processes.Responsibilities:Your primary responsibilities as an Enterprise Technical Support Specialist (Monitoring and Event Management Specialist) will be varied. Working as part of a team, you will:

• Performs analysis of enterprise monitoring and event management software, hardware and communication using diagnostic tools to ensure the optimum operation and maintenance of technology solutions.
• Ensures pro-active action is taken for the operation, installation and support of the enterprise systems and solutions.
• Provides assistance and technical support in the planning, assessment, design, construction and implementation of upgrades to the existing systems and enhancements/additions of future enterprise technologies.
• Conducts research and evaluations of enterprise hardware/software solutions and makes recommendations.
• Maintains security on all enterprise server hardware, software and network, including set up, revision and cancellation of securities.
• Monitors enterprise systems, products and network usage, performance and capacity. Performs trend analysis for system improvements.
• Performs user accounts administration including addition, deletion and change of user accounts according to approved policy, standards and procedures.
• Responds to user inquiries, investigates and analyzes problems and develops solutions and/or action plans.
• Conducts, updates and improves reviews of documentation, manuals, standards and procedures.

Key Qualifications:Your application for the role of Enterprise Technical Support Specialist (Monitoring and Event Management Specialist) should describe your qualifications as they relate to:

• Post-secondary degree or diploma in Computer Science, or an equivalent combination of education and/or work experience.

• Extensive experience in installation, configuration and administration with multiple enterprise monitoring and event management solutions (current or most recent release of enterprise solutions such as ServiceNow, MicroFocus Operations Bridge Manager and/or CA Unicenter is an asset)

• Considerable experience with monitoring and event management tools and integrations such as Nagios, Oracle OEM, MicroFocus NNMi, CiscoWorks, SAP Solution Manager, MS SCOM/SCCM/MEM/WMI, or others.

• Considerable experience developing operating system software and infrastructure Event Management policy

• Experience working with and building business application service models/maps

• Experience in integration of information to/from centralized Configuration Management Services such as HP Universal CMDB, HP Universal Discovery, BMC Atrium, ServiceNow CMDB, Chef, Puppet, Salt, AWS Config, AWS OpsWorks, Fabric or Ansible

• Experience with programming/scripting languages or solutions including any of Perl, TQL, Bash, C++, Java, C#, VB, Python, Jython, PHP, Powershell, JavaScript, Groovy, Ruby, etc (working knowledge of two or more is preferred).

You must also have:

• Ability to communicate and provide support of servers, cloud solutions and/or large enterprise-scale solutions
• Understanding of documenting system and application requirements, operational procedures, working in a project-oriented environment as part of a team, detailing work tasks, and meeting critical deadlines. (training/experience in Project Management amongst a team is an asset)
• Understanding of staying current and securing deployed solutions an asset
• Knowledge with Change Management principles and processes would be an asset
• Understanding of overall ITIL/ITSM best practice concepts (ITIL/ITSM Foundation Certificate is preferred).
• Ability to specify operational standards, identify client requirements, review and evaluate options, and implement policies and procedures to meet client needs
• Strong conceptual, analytical and problem-solving skills.
• Proven commitment to customer service, performance quality and continuous improvement.
• Excellent interpersonal, communication skills to provide troubleshooting support, prepare technical documentation and reports on problems, and deal effectively with all levels of management and staff.
• Ability to work in a multiple O/S (Unix/Linux, Novell, Windows) environment (desirable).
• Ability to work effectively as a member of a team and independently, as required.
• Ability to work days, afternoons, and nights, including weekends, as required.
• Ability to work under time constraints and meet deadlines.
• Availability for after-hours standby support work
• Ability to travel within the City of Toronto.

NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES:City of Toronto employees must apply to full-time or part-time employment opportunities posted on the Citys Internal Job Posting Portal.Equity, Diversity and InclusionThe 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.AccommodationThe 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.Quick Apply

• Terms & Conditions
• New Privacy
• Privacy Center
• Accessibility

For Job Seekers

• Browse Jobs
• Advanced Job Search
• Emplois Quebec

For Employers

• Post a Job

Stay Connected