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City of Toronto Career Opportunities: ENTERPRISE TECHNICAL SUPPORT SPECIALIST (31309) in Toronto, Ontario


Requisition ID 31309 - Posted - Operation Support Services - Information & Technology - L79 Full-time - Full-time

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  • Job ID:31309

  • Division & Section:Technology Services, Technology Services Delivery

  • Work Location:Metro Hall, 55 John Street

  • Job Type & Duration:Full-time, Temporary 12 months Vacancy

  • Hourly Rate and Wage Grade:$46.84 - $51.33, TFS194, Wage Grade 7915

  • Shift Information:Monday to Friday, 35 hours per week

  • Affiliation:L79 Full-time

  • Number of Positions Open:1

  • Posting Period: 13-Sep-2022 to 27-Sep-2022

  • Job Summary

    As an Enterprise Technical Support Specialist and integral member of our Webex Collaboration Services team, you will perform analysis of enterprise software, hardware, and transmission facilities, using diagnostic tools to ensure the optimum operation and maintenance of technology solutions. We will also count on you to ensure that proactive action is taken for the operation, installation and support of the enterprise collaboration and virtual meetings solutions.

    Major Responsibilities:

  • Performs analysis of enterprise software, hardware and transmission facility 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 enterprise-wide 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 ofEnterprise Technical Support Specialistmust describe your qualifications as they relate to:

  • Post-secondary education in Network Engineering, Data Communication or Computer Sciences, or an equivalent combination of education and/or related experience.

  • Considerable experience with administering and configuring virtual meeting, collaboration, and telepresence solutions in a highly complex cloud connected environment.

  • Experience working with Cisco Webex solutions, systems, and products.

  • Experience working with highly available system environments, performance tuning and capacity planning.

  • Experience providing advanced level technical support and escalated response in a large corporate environment supporting various end point device clients and operating systems.

  • Considerable experience working in a large IT production, systems development, or project development.

  • ITIL Certification and/or Cisco CCT, or CCNP Collaboration certification, or equivalent is an asset.

    You must also have:

  • Valid Province of Ontario Class G driver's license.

  • Knowledge of Cisco Telepresence hardware, including SX, SD, DX series models and similar equipment.

  • Demonstrated ability to troubleshoot, generate incident reports, assist with problem resolution, and clearly communicate the means to resolve incidents and/or enhance applications or systems.

  • Excellent conceptual, analytical, and problem-solving skills.

  • Strong skills in developing, maintaining, and validating test plans and disaster recovery procedures.

  • Fundamental working knowledge of a project methodology and various levels of system and/or application testing

  • Commitment to customer service, performance quality and continuous improvement.

  • Interpersonal, oral and written communication skills to provide troubleshooting support, prepare technical documentation, report on problems and deal effectively with all levels of management and staff.

  • Ability to work effectively as a member of a team as well as independently, as required.

    Note: All City of Toronto employees are required to be fully vaccinated as a condition of hire in accordance with the City'sMandatory Vaccination Policy. Candidates will be required to show proof of vaccination during the recruitment process.

    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 toemployment equity (https://jobs.toronto.ca/jobsatcity/content/Hiring-Policies-and-Statements/?locale=en_US) .


    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 theapplication processis available upon request. Learn more about the City’sHiring Policies and Accommodation Process (https://jobs.toronto.ca/jobsatcity/content/Hiring-Policies-and-Statements/?locale=en_US) .