OPERATIONS SUPPORT ANALYST 2

City of Toronto•Toronto, ON

1d•CA$42 - CA$46•Onsite

About The Position

Your troubleshooting skills, knowledge of ITIL and ability to analyze and document hardware and software will underpin your success as an Operations Support Analyst 2 in this opportunity with the City of Toronto. As an integral part of the IT Division Data Centre team, you will perform a variety of operations support duties to meet system user needs and requests as well as ensure overall system availability – from providing Service Desk services and troubleshooting to resetting user IDs and passwords and maintaining records and documentation.

Requirements

Post secondary education in Computer Science or a related discipline, or an approved equivalent combination of education and/or experience.
Experience with Net backup Administration in a multi-platform IT environment.
Experience in a Call Centre environment demonstrating a strong customer service focus, diagnosing, and solving computer-related problems.
Experience with ServiceNow and Service Desk, NetBackup, xMatters, Unix and Windows Servers.
Ability to analyze and document hardware and software, and communicate problems to senior staff, in both business and technical terms.
Ability to work independently and/or in a team environment.
Ability to adapt to new processes and technology as required.
Knowledge of network communication technology concepts, including hardware platforms, office tools, networking and all IT infrastructures.
Knowledge of Information Technology Infrastructure Library (ITIL) processes.
Excellent interpersonal skills and the ability to work cooperatively and professionally with City staff at all levels.
Proficiency with Microsoft Office suite tools.
Must have flexibility to work overtime as needed, often of short notice.
Must possess and be able to maintain a valid Province of Ontario, Class "G" Driver's Licence with access to reliable transportation.
Must be able to work shift (days, evenings and overnights) and work over-time (OT) when required.

Responsibilities

Liaises with Operations Support Analysts, Technical Support Specialists, end users and others to ensure the effectiveness, availability, reliability and security of Information & Technology systems and services.
Provides help desk services, responding to user needs and requests, troubleshoots, creates, deletes and resets user-ids/passwords, maintains records and logs and ensures overall server availability.
Responds to unscheduled system shutdowns and emergency situations, evaluates user impacts and initiates recovery procedures and escalates the emergency situation accordingly.
Monitors the Data Centre physical environment, to ensure security of physical access, and adequate environmental control.
Monitors the operating condition of computer and communications equipment and applications, to detect, investigate, analyze and attempt resolution of problems, and to escalate problems as appropriate.
Performs system administration and operation, including backups and recoveries, loading and unloading tapes and other media, and maintenance of operational logs.
Prepares summary reports of problem or service interruption and accompanying trend analyses.
Reviews the effectiveness of operational standards, procedures and processes and recommend changes.
Accepts, processes and distributes materials to and from the Data Centre, including printout, tape and other data media, computer systems and network equipment; maintaining records and inventory control.
Maintains hardware facilities documentation and records.
Responds to requests regarding user requirements and enquiries about technical problems relating to back-up and archiving from staff in internal user departments and local municipalities.
Provides support to the Parking Tag Operations processing centre.