Senior Technical Support Analyst

Job Summary

Your expertise in managing large enterprise Cisco WAN/LAN networks, clustered firewalls, load balancers, remote access, web proxy servers will drive your success as a Senior Technical Support Analyst within the City of Toronto.

Reporting to Senior Technical Support Specialists, you will participate in safeguarding, implementing, administering, and optimizing the City’s WAN/LAN, Internet, Intranet and Extranet environment, and in providing ongoing support for all information technology solutions, in accordance with the Division's IT methodology, standards, best practices and policies.

This individual may also lead technical project teams comprised of members from other sections of the division, to determine requirements, research, evaluate, integrate, implement technical solution to Network Group.

Major Responsibilities

• Leads and/or participates in project planning, research, evaluation, development and/or acquisition, implementation and optimization.
• Performs analysis, contributes and provides technical consultation in support of recommendations to changes in current business practices, business and information processes, data flows, information delivery and knowledge utilization toward a more efficiently managed and coherently integrated information environment for all divisions in the City.
• Coordinates the application implementation process by working with internal and external developers in accordance with established project management principles and methodologies (e.g. work plan progress, issue management, change management, quality assurance, migration planning, contingency measures and risk mitigation)
• Ensures adequate pro-active action is taken for the development, operation, installation and support of the enterprise systems and solutions.
• Provides advanced technical support to develop, enhance and support critical enterprise applications in all areas of business, technology and information across divisions.
• Deploys and administers business solutions, including monitoring, performance tuning, logging, configuring, troubleshooting, quality assurance (e.g. adherence to standards).
• Performs risk analysis for enterprise systems to identify points of vulnerability and recommends disaster avoidance and reduction strategies.
• Provides guidance to and coordinates the efforts of staff members in the development of recovery procedures for key functional areas of the organization.
• Conducts business impact analyses and assists divisional units to determine critical business processes, identifies acceptable recovery time periods, and establishes resources required for the successful resumption of business operations in the event of a disaster.
• Conducts research and evaluations of enterprise hardware/software and business solutions and makes recommendations.
• Investigates, implements and practices security, privacy and quality assurance requirements consistent with MFIPPA and corporate standards regarding storage, access and processing of confidential corporate and application data and information outputs.
• Performs analysis on enterprise systems, products and network usage, performance and capacity. Prepares recommendations for system improvements. Implements, monitors and measures the improvements.
• Ensures the maintenance of 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.
• Ensures system and user documentation, manuals, standards and procedures are timely reviewed, updated and properly maintained.
• Participates in the preparation of RFI/P/Qs, Business Cases and other formal project documents; participates in evaluating, selecting and recommending technical solutions and professional services; assists in managing vendors and contractors in the overall solution delivery process.
• Facilitates and represents division at meetings/workshops, prepares/delivers presentations and/or reports. Audiences include business managers, project team members, and other peer levels of government, City and/or external parties.

Key Qualifications

• Post-secondary degree or diploma in Computer Science and a recognized certification such as CCNP, FCP, FCSS or an approved equivalent.
• Extensive experience working with large enterprise clustered high-availability firewalls and load balancers, including Checkpoint or Fortinet firewalls, F5 LTM/APM/GTM/ASM, and SecureWeb Proxy Gateways or SASE solutions.
• Extensive experience in building clustered enterprise Data Center using Cisco ACI and building network infrastructure using SDWAN.
• Considerable experience with intrusion detection and vulnerability assessment in perimeter network.
• Experience in LAN/WAN/Wired/Wireless administration in a Cisco network environment utilizing TCP/IP and Cisco Routing and Switching technologies.
• Must possess and be able to maintain a valid Province of Ontario, Class "G" Driver's License and access to a vehicle.

You Must Also Have

• Extensive knowledge in networking technologies and information security best practices.
• Knowledge of network operating systems, network devices, network design principles, network analysis and telecommunication principles.
• System management skills, specifically with technical issues at the Wide Area Network and Local Area Network level, including installation, and problem determination and resolution.
• Conceptual, analytical, and problem-solving skills.
• Commitment to customer service, performance quality, and continuous improvement.
• Communication skills to provide troubleshooting support, prepare technical documentation and reports on problems, and deal effectively with all levels of management and staff.
• Experience in Network Access Control (NAC) integration with wired data, wireless infrastructure, and VPN, as well as posture and client provisioning.
• Ability to work effectively as a member of a team and independently, as required.
• Ability to work days, afternoons, and nights, including weekends, and on standby support as required.
• Ability to work under time constraints and meet deadlines.
• Ability to travel within the City of Toronto.
• Ability to lift up to 40 lbs.
• Ability to work in close proximity to loud noise.

Key skills/competency

• Cisco WAN/LAN
• Enterprise Firewalls (Checkpoint/Fortinet)
• F5 Load Balancers (LTM/APM/GTM/ASM)
• Cisco ACI & SDWAN
• Intrusion Detection & Vulnerability Assessment
• TCP/IP & Routing/Switching
• Network Access Control (NAC)
• Information Security Best Practices
• System Performance Tuning
• Disaster Recovery Planning