Infrastructure Support Specialist

The City of Markham is proud to be recognized for the 4^th consecutive year as one of Canada's Best Employers by Forbes and Statista Inc. In 2024, the City of Markham is ranked the top city in Ontario and in the top 10 for Government Services. The recipient of multiple environmental awards, we are recognized for our innovative sustainability and urban planning initiatives as well as our fiscal accountability. More than 357,000 residents call Markham home and benefit from our rich heritage, culturally diverse environment, vibrant local economy and focus on quality of life.

Applications are now being received for the above position in the Information Technology Services Department within the Corporate Services Commission. To apply, please submit your resume and cover letter online by January 10, 2025.

Join us and make a lasting difference!

JOB SUMMARY
Reporting to the Lead, Network Infrastructure, you will work as part of the Technology Infrastructure Services Support team providing second and third level ongoing technical support to internal customer departments by ensuring uninterrupted delivery of reliable and high-quality service. You will work closely with corporate clients on infrastructure related upgrades and issues. You will be responsible for performing hands-on technical work in maintaining a wide range of network infrastructure equipment, software, and/or applications. You'll ensure that the City's data center is up and running in a 24/7 environment.

KEY DUTIES AND RESPONSIBILITIES

• Provide Level 2 and Level 3 technical support for clients, ensuring efficient resolution of complex issues and escalations when necessary.
• Maintain data center hardware, including servers, Firewall, storage devices, and networking equipment, to ensure optimal performance, reliability, and security.
• Maintain and support Checkpoint and FortiGate firewall hardware, software and FortiGate VPN configurations and ensure robust network security measures are maintained.
• Monitor and analyze firewall activity, implement security policies, network objects, and troubleshoot issues to prevent unauthorized access.
• Manage and support Azure Entra ID (formerly Azure AD), ensuring secure and efficient identity management across the organization.
• Implement and manage single sign-on (SSO), multi-factor authentication (MFA), and other identity-related services to enhance security and user experience
• Support and maintain the latest models of Cisco Nexus switches, ensuring network connectivity, performance, and security, Configure and troubleshoot network issues, including VLANs, routing, and switching protocols.
• Manage and execute patching activities across all infrastructure components, including firewalls, servers, VMware environments, Cisco Nexus switches, and end-user systems.
• Maintain 3-2-1 back-up strategy, ensure backups are performed regularly, with at least three copies stored on two different media types, and one copy stored offsite.
• Maintain accurate inventory records of hardware assets, including physical servers and virtual machines (VMs), with proper descriptions to facilitate efficient management and troubleshooting.
• Liaise with users, vendors, and other IT service delivery units on service-related issues, fostering effective communication and collaboration.
• Adhere to corporate policies, agreements, and other operational guidelines to maintain compliance and ensure consistent service delivery.
• Perform other related duties as assigned, contributing to the overall success of the IT infrastructure team.

REQUIRED SKILLS & COMPETENCIES

• A diploma in computer science or related discipline and 3-5 years of experience.
• Any professional designation will be considered an asset
• Strong understanding of data center-related hardware, backup and disaster recovery solutions, core and top of rack switch, firewall management, HCI, VMware, and M365 platforms.
• Strong Knowledge in maintaining and supporting firewall software and hardware, with a focus on network security.
• Strong knowledge of Azure Entra ID and Microsoft 365 (M365) applications and services, including Exchange Online, Teams, and related components.
• Hands-on experience with Cisco Nexus switches, including configuration and troubleshooting an asset.
• Experience with Nutanix Hyper-Converged, Hyper-Converged Infrastructure (HCI) and VMware platforms will be an asset.
• Excellent organizational skills, with the ability to maintain accurate inventory records and adhere to backup and retention policies.
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex issues and implement effective solutions.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Based on the nature of the job, must be prepared to work beyond normal business hours, be on-call, or standby at short notice to implement solutions or address critical issues.

CORE BEHAVIOURS

• Service Excellence: Meets or exceeds service standards when interacting with customers in the community and in the organization.
• Change & Innovation: Responds positively and professionally to change and helps others through change.
• Teamwork & Relationship Building: Interacts with others in an inclusive, collaborative and respectful way that creates effective working relationships.
• Communication: Communicates in a clear, professional and respectful way; demonstrates active listening.
• Accountable & Results Oriented: Demonstrates ethical behaviour and accountability, aligns with City values, and abides by relevant policies and legislation.
• Management & Leadership: Demonstrates self-management, professionalism and engagement; leads by example.

The City of Markham is committed to inclusive, accessible and barrier free employment practices and to creating a workplace that reflects and supports the diversity of the community we serve. Please let us know if you require an accommodation and we will work with you to ensure a barrier free hiring process.