Support specialist ensuring system functionality and user productivity as the first line of technical support. Investigating issues, managing tickets, and provisioning users remotely.
About the role
- Enterprise Technical Support Specialist ensuring optimal operation of technology solutions. Involves analysis of software, hardware, troubleshooting, and user support in enterprise environments.
Responsibilities
- Perform analysis of enterprise software, hardware and transmission facility using diagnostic tools to ensure the optimum operation and maintenance of technology solutions.
- Ensure pro-active action is taken for the operation, installation and support of the enterprise systems and solutions.
- Provide 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.
- Conduct research and evaluations of enterprise hardware/software solutions and makes recommendations.
- Maintain security on all enterprise server hardware, software and network, including set up, revision and cancellation of securities.
- Monitor enterprise systems, products and network usage, performance and capacity.
- Performs trend analysis for system improvements.
- Perform enterprise-wide user accounts administration including addition, deletion and change of user accounts according to approved policy, standards and procedures.
- Respond to user inquiries, investigates and analyzes problems and develops solutions and/or action plans.
- Conduct, update and improve reviews of documentation, manuals, standards and procedures.
Requirements
- Post-secondary education in Network Engineering, Data Communication or Computer Sciences, or an equivalent recognized network certification such as a CCNA or CCNP, or an equivalent combination of education and experience.
- Experience in planning, designing and implementing network technology in a highly complex Cisco environment which includes data, voice, security and wireless infrastructure
- Experience in LAN / WAN / Cloud administration in a Cisco / Meraki / Security Appliances and Windows network environment utilizing TCP/IP protocol suite and Cisco Routing and Switching technologies
- Experience in software-defined networking (SDN) solution designed for data centers as well as SD-WAN solution
- Experience in deploying security infrastructure, including Checkpoint, Fortinet Next Generation Firewalls.
- Experience in analyzing, troubleshooting network issues using Cisco ISE, Prime, DNA-C, NetScout, MOM, DNS/IPAM/DNS/DHCP, Wireshark, and 802.11a/g/n Wireless technologies and implementing corrective actions.
- Demonstrated experience in collaborating with vendors as well as working with cross functional teams for troubleshooting
- Proficiency in maintaining design documents in MS Visio and ability to communicate and train both technical and non-technical stakeholders
- Good overall understanding of structured network cabling standards and design
- Must possess and be able to maintain a valid Province of Ontario Class "G" Driver's License and have access to a reliable vehicle.
- Knowledge of networks, network operating systems, network devices, network design principles, network analysis and telecommunication principles.
- Knowledge of various network-related technologies, including QoS, Multicasting, VPN, 802.1q, QinQ, Ether-channel and other trunking technologies.
- Knowledge of Cisco hardware, including 960x, 930x and virtual switching.
- Good overall understanding of OSPF, BGP, MP-BGP, and MPLS.
- Knowledge of Cisco unified wireless technologies, including Cisco wireless controllers and point-to-point wireless bridges.
- Good overall understanding of structured network cabling standards and design.
- Excellent conceptual, analytical and problem-solving skills.
- Strong skills in developing, maintaining and testing disaster recovery plans.
- 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.
- Ability to workdays, afternoons and nights, including weekends, and other shifts, as required.
- Ability to travel within the City of Toronto and access to a vehicle.
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