System Support Analyst
System Support Analyst
Technical Services Section
Information Technology Services Department
Reporting to the Supervisor – System Support, the incumbent is responsible for providing technical operational expertise for supporting highly critical, typically public facing systems in order to minimize down time. This position requires a very diverse high level of technical skills including Server, Network, Desktop and Security to be able to effectively trouble shoot problems for highly critical, typically public facing applications. The incumbent needs to be customer and business focused due to the interaction required at all levels. Your duties will include: participating in projects and providing subject matter expertise on system support related objectives; possessing the ability to cross-train and assist in the use of new software tools maximizing the software benefits, capabilities, centralizing messages/output to one console; investigating, troubleshooting and resolving operational and technical problems that occur with critical systems; analyzing and reporting on any technical, operational, procedural and process breakdowns related to system support; identifying potential operational behaviours with enterprise software tools and rectifying software behaviours; providing system support for critical public facing systems; consulting with various other functional groups, including external vendors, with support objectives and requirements for system support; and assisting with building and implementing infrastructure monitoring for various system components for various IT Services support groups. Responsible for treating passengers and/or employees with respect and dignity and ensuring the needs of passengers or employees with disabilities are accommodated and/or addressed (if applicable and within their area of responsibility) in accordance with the Ontario Human Rights Code and Related Orders so that they can fully benefit from the TTC as a service-provider and an employer. Annual Salary Range: $68,814.20 - $85,995.00 (Level 8).
You require in-depth knowledge and experience in enterprise monitoring software such as CA Unicenter, HP- OpenView, Nimsoft, as well as knowledge of IT best practices. You have knowledge in enterprise reporting environment such as Business Object Enterprise (BOE), practical experience in incidents, requests and problem management software, knowledge and understanding of network protocols (SNMP, TCP/IP, Telnet) and topologies (LAN, WAN); familiarity with databases (SQL, ORACLE). You also possess technical and operational experience and knowledge in current windows operating systems, current HP-UNIX, open source programming language (ie. PERL). You are knowledgeable in office tools preferably in Microsoft Word, Excel, Access, SharePoint and have experience in product integration, automation and processes in an IT environment. You possess good judgement, well-developed analytical and problem solving skills, good organizational skills, effective verbal and written communication skills and require the ability to work on multiple tasks and projects. These skills and knowledge would normally be acquired through the completion of a post-secondary program in Computer Science or related discipline, or the equivalent, combined with several years of progressive experience at an operation/technical and administrative level in IT environments. Certification in a related discipline is an asset. Must have or rapidly acquire a comprehensive knowledge of the Ontario Human Rights Code and Related Orders including disability accommodation and accessibility requirements pertaining to passengers and employees.
Committed to the principles of employment equity, the TTC encourages applications from Aboriginal people, people with disabilities, racial minorities, and women. We thank all applicants for their interest, but advise that only those selected for an interview will be contacted.