Operations Support Analyst 3 - Toronto, Canada - City of Toronto

City of Toronto
City of Toronto
Verified Company
Toronto, Canada

4 weeks ago

Sophia Lee

Posted by:

Sophia Lee

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Description

Job ID: 41751


Job Category:
Information & Technology


Division & Section:
Technology Services, Technology Services Delivery


Work Location:703 Don Mills Road


Job Type & Duration:
Full-time, Temporary (19 month) vacancy


Hourly Rate and Wage Grade:
$36.47- $39.95 per hour


Shift Information:
Monday to Friday, 35 hours per week


Affiliation:
L79 Full-time


Number of Positions Open: 1


Posting Period: 01-Nov-2023 to 15-Nov-2023


Your troubleshooting skills, knowledge of ITIL and ability to analyze and document hardware and software will underpin your success as an Operations Support Analyst 3 in this temporary 19 month 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 help desk services and troubleshooting to resetting user IDs and passwords and maintaining records and documentation.


Responsibilities:
Your primary responsibilities as an Operations Support Analyst 3 will be varied


Specifically, you will:

  • Schedules, controls and executes online and offline production processing and ensures system availability.
  • Provides help desk services, responds to user needs and requests, troubleshoots, creates, deletes and resets userids/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.
  • Performs system monitoring and operation, including backups and recoveries, loading and unloading tapes and other media, plotter operation and maintenance of operational logs.
  • Performs repairs and adjustments or arranges for repair by external service company.
  • 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 backup and archiving from staff in internal user departments and local municipalities.
  • Distributes copies of tapes upon request by authorized internal users or external purchasers.
  • Provides support to the Parking Tag Operations processing centre.

Key Qualifications:

Operations Support Analyst 3 should describe your qualifications as they relate to:

  • Post-secondary education in Computer Science or a related discipline, or an approved equivalent combination of education and/or experience.
  • Experience in a Call Centre environment demonstrating a strong customer service focus, diagnosing and solving computerrelated problems in a large, diverse computing environment.
  • Experience with Net backup Administration in a multiplatform IT environment.
  • Experience with ServiceNow & Service Desk, NetBackup, xMatters, Unix and Windows Servers.

You must also have:

  • Ability to work rotating shifts in a 24x7 computer operations environment to work overtime as needed, often on short notice.
  • Strong customer service skills and ability to establish and maintain effective consulting relationships with team members, clients and vendors.
  • Ability to work independently and/or in a team environment.
  • Excellent interpersonal skills and the ability to work cooperatively and professionally with City staff at all levels.
  • Ability to analyze and document hardware and software, and communicate problems to senior staff, communicating with computer users in both business and technical terms.
  • Familiarity with information technology concepts, including hardware platforms, office tools, networking and all IT infrastructures. Adaptable to new processes and technology as required.
  • Knowledge of Information Technology Infrastructure Library (ITIL) processes.
  • Proficiency with Microsoft Office suite tools.

NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES:

Internal Job Posting Portal.


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 wo
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