Technical Support Specialist (Systems Administrator)

What we offer

In addition to competitive wages and a rewarding career where you can truly make a difference, we offer a comprehensive package that meets the various needs of our diverse employees, including :

• Ability to participate in inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities;
• Three weeks paid annual vacation days, increasing with years of service;
• Defined benefit pension plan with OMERS, includes 100-per-cent employer matching;
• Health and dental benefits;
• Employee and family assistance program;
• Maternity and parental leave top up (93% of base salary);
• Training and development programs including tuition reimbursement of $1500 per calendar year;
• Fitness membership discount;

Make a difference

Would you like to use your IT skills to help Canada's largest social housing provider deliver services to tenants in Toronto?

This may be the opportunity for you!

The Information & Technology Services Unit (ITS) requires a Technical Support Specialist, similar to an IT Systems Administrator.

Reporting into the Supervisor, Network & Infrastructure, this position will provide technical expertise and will play a key role in the support and implementation of infrastructure services including cloud adoption in support of Toronto Community Housing’s network and infrastructure environment.

What you’ll do

• Provide second level on-site / remote support for LAN / WAN, servers, networking, cloud computing infrastructure including the configuration, installation, hardware and software support
• Support and administration of Azure Cloud foundations and services including cloud backup and recovery
• Identify, document, escalate and manage vulnerability resolutions
• Implement solutions based on best practices and compliance with cybersecurity and corporate guidelines
• Strong technical lead to troubleshoot Hybrid Cloud / On-prem infrastructure to resolve operational issues and restore / optimize services
• Proactively engage with vendor professional services to monitor, identify, troubleshoot escalate and resolve core infrastructure components
• Working closely with the IT Architecture team to develop a server / application design strategy and make recommendations regarding future enhancements.
• Assist with project plan development, requirements gathering, research, solution evaluation and recommendation
• Support IT project lifecycle including building / configuring Development / Quality Assurance / User Acceptance Testing, and Production environments aligned to CIS hardening standards
• Provide technical guidance for project team members with respect to specific projects or tasks and monitor progress and results.

Ensure project deliverables are completed accurately and on time

• Assist Cybersecurity with risk assessments on emerging threats, vulnerabilities and developing remediation action plans.
• Collaborate with Cybersecurity Team to ensure proper controls are deployed to cloud services
• Implement / maintain infrastructure management best practices aligned to Cybersecurity policies and governance
• Identify, document, escalate cybersecurity events / incidents in strict adherence to published policies
• Provide second level support and guidance to Service Desk / fellow team members to troubleshoot, accurately diagnose and resolve infrastructure / network incidents / problems including root cause analysis
• Ensure optimal performance of the Company's physical data, network and communications infrastructure by proactively monitoring performance indicators and troubleshooting connectivity problems
• Monitor DEV / UAT / PROD environment health and initiates corrective actions as required
• Escalate issues, problems, risks, and constraints to appropriate parties for clarification and resolution
• Analyze patterns and trends in problems encountered to identify and address common user issues
• Collaborate with Incident Manager to identify and integrate event management alerts in ServiceNow
• Perform data backup and recovery to ensure the integrity and availability of user data, databases and the network environment
• Review and install operating system / service pack / security updates to ensure the sustainability, reliability, availability and security of corporate infrastructure environment
• Develop and maintain technical documentation, run books, deployment / operational support procedures
• Configure, document and deploy compliant infrastructure and supporting services to cloud platform
• Document, maintain and test BCP / DR plans to ensure business continuity
• Attend weekly ITSM, Operations Review and Incident / Problem Review meetings as required
• Interface directly with end users and key stakeholders as required
• Participate in after-hours on-call rotation with fellow team members
• Some travel may be involved
• Other duties as deemed necessary

What you’ll need

• Bachelor’s degree in computer science or equivalent combination of education, certification
• 5+ years of experience in cloud infrastructure administration, developing, coordinating, planning, delivering and deploying cybersecurity practices hybrid cloud / on-premises environment
• Recognized certificate in one of the following : Microsoft Azure Administration (AZ104), MCSE, CCNP, CCNA, CompTIA Server+, MCSE, CompTIA Cloud+, or VCP is preferred
• Previous experience with Azure Infrastructure-as-a-Service (IaaS), Platform-as-a-Service (PaaS) and Software-as-a-Service (SaaS)
• Solid understanding of enterprise storage, compute and networking technologies
• Working knowledge of Azure Active Directory Connect synchronization software
• Experience implementing and supporting Microsoft technologies in a complex hybrid environment including Azure Active Directory, LDAP, M365, MS MFA, SharePoint, Exchange Online, Intune, Teams.
• Experience supporting MS Windows Server 2019 / 2016 / 2012, SQL Server 2016 / 2014 / 2012, IIS, Linux, etc.
• Deploy, troubleshoot, and remediate Windows server OS both on premise and on Azure
• Experience supporting, delivering and implementing cloud adoption strategies and infrastructure services
• Experience supporting distributed hybrid infrastructure environment including MS Azure, Cisco Blade servers; Hitachi SAN, Hitachi Content Platform (HCP), VOIP, Cisco routers, switches and wireless
• Expertise in Implementing and supporting VMware VSphere 7 / 8 Enterprise, VCenter and VRealize
• Experience with supporting Zscaler (ZIA / ZPA) Secure Internet Gateway, CrowdStrike Falcon (anti-virus / endpoint detection and response / threat hunting), Tenable Nessus vulnerability management and Avast CloudCare considered definite assets
• Previous experience supporting with Cisco Unified Communications Manager (CUCM) and WebEx
• Previous experience with Commvault backup and recovery
• Proven technical system management skills, specifically with technical issues at the server and Local Area Network level;

experience with server and network management software; server configuration and installation problem determination and resolution

• Familiarity with incorporating CIS (Center for Internet Security) benchmark and hardening standards
• Strong knowledge of Information and Cybersecurity principles, best practices, and industry standards
• ITIL certification and previous experience with ServiceNow
• Proven commitment to customer service, performance quality, and continuous improvement
• Strong conceptual, analytical, and problem-solving skills with good oral and written communications skills
• Work effectively as part of a team, independently and after hours as required.
• Ability and sensitivity in providing respectful service to diverse populations (age, race, language, gender, sexual orientation, culture and disability

What’s next

Once you apply, we’ll review your resume and contact you if your skills and experience match the qualifications for the role.

If you are selected to move forward, the process will include one or more interviews and / or assessments and reference checks.

Candidates for unionized positions must score a minimum of 70% to pass any interview or assessment and be considered for the next stage of the recruitment process.

Successful candidates will be determined based on score and where applicable, union seniority. Not all candidates who score 70% or higher will automatically proceed to the next stage of the recruitment process as this will be dependent on the number of candidates and number of available roles.

INDS