IT Executive

The role is responsible for ensuring Level 2 end user, system and application support across City’s IT ecosystem and technology platforms by following an ITIL driven, ITSM based methodology. This includes troubleshooting of issues, root cause analysis, usage of insights & monitoring tools to solve user, system and application issues, documenting KBs. This role requires expertise across end user computing, cloud, servers, applications & network to allow end to end troubleshooting of incidents and resolution.

Job Description

• Provide hands on monitoring, troubleshooting, improvement and resolution of all Level 2 IT incidents coming from end user computing devices, servers, cloud and applications across the whole City IT portfolio.

• Leverage and enhance built in monitoring and alerting functionality for the applications and services delivered in IT to improve customer experience and troubleshoot issues.

• Introduce automation for common tasks via scripting or by working with development team to build the capability.

• Make best usage of ITSM software and maintain or propose workflows and automation to streamline processes and improve SLAs.

• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Perform preventative maintenance for servers & services

• Perform post-resolution follow-ups to support requests.

• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.

• Contribute to install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, networking hardware products, server and cloud services.

• Contribute to an inventory of all IT assets including monitors, hard drives, modems, printers, scanners, and other peripheral equipment.

• Construct, install, and test customized configurations based on various platforms and operating systems.

• Monitor, test and provide performance statistics.

• Provide Level 1 support when needed in periods of reduced team capacity or higher workload.

• Evaluate documented resolutions and analyze trends to finds ways to prevent future problems.

• Conduct research on hardware & software products in support of hardware and software procurement and development efforts. Evaluate and recommend hardware & software for purchase.

• Evaluate mobile apps and web applications before being given to end user according to an assessment guidebook.

• Own the City IT Knowledge Management process.

• Contribute regularly to new and existing knowledge articles.

• Schedule post-incident reviews and knowledge contributions with Level 1 Support.

• Under broad direction, prune existing articles which are outdated or incorrect

Work on automating and streamlining the end-to-end support process. This will mean working closely with Level 1 & 3 Support as well as business users to prevent problems from happening, building tools that offer better monitoring and insights, assist with faster troubleshooting and alert when things don’t function to established parameters. This will also involve automation of ticket handling and coaching of best ITSM practices.

Job Specifications

• University degree in the field of Information Technology and/or 5 years equivalent work experience in a similar role - Essential.

• ITIL certification – Highly preferred

• Advanced knowledge of O365 services - Essential

• Good knowledge of Microsoft Azure Cloud and services across Iaas & PaaS, good knowledge of Windows Server, Windows 10 and MS SQL Server - Highly preferred

• Exposure to Microsoft IIS, .NET application support, Application architecture (e.g. client-server) is preferred – Highly preferred

• Scripting experience is a nice to have (PowerShell, Python, Bash) - Highly preferred

• Good knowledge of mobile application support and diagnostics (mainly Apple products) - preferred

• Knowledge of MDM, in particular Airwatch/Intune– preferred

• Excellent understanding of ITSM tools and automation (e.g. ServiceDesk, ServiceNow) - preferred