Summary:

 

Join our team as a Senior Application Support Specialist to provide systems administration, operations support, and application troubleshooting across hybrid IT environments. In this hybrid role (3 days onsite/2 remote), you'll handle user access setup, system monitoring, patching, upgrades, and backup/recovery. You’ll collaborate with stakeholders to resolve complex technical issues and optimize system performance, particularly in contact center platforms like Amazon Connect and ComputerTalk. Ideal for professionals with experience in OS management, distributed systems, and emerging technologies who can communicate technical concepts clearly to non-technical users and thrive in dynamic, service-oriented environments within the public sector.

 

Responsibilities Provides systems administration and systems operations support, including setting up user access, user profiles, backup and recovery, day-to-day computer systems operations. Perform software upgrades, apply patches, and provide customer interface to ensure requested changes are implemented, monitor computer workload trends and make adjustments to ensure optimum utilization of computer resources. Upkeep, configure, install and support the clients’ network and coordinate the various systems. General Skills Experience at the specified experience level setting up user access and user profiles, backup and recovery, and day-to-day computer systems operations Experience with one or more operating systems Experience with one or more hardware platforms Experience with information retrieval packages Experience with one or more communications protocols Experience with middleware and gateways Excellent analytical, problem-solving and decision-making skills; verbal and written communication skills; and interpersonal skills A team player with a track record for meeting deadlines Desirable Skills Experience with distributed and networked systems Awareness of emerging IT trends Experience in one or more programming languages Knowledge and understanding of Accessibility for Ontarians with Disability Act (AODA) and related regulations and standards

Skills

Experience and Skill Set Requirements

Knowledge 35%:

Job requires: • Specialized technical application development knowledge in more than one field (e.g.: networks, mid-range server, related hardware and software, systems analysis, design, development, testing, implementation, installation, relational database technologies, operational techniques and methods for technology, data, applications, networking, and/or security) to plan, execute and evaluate very diverse application development activities which require analysis and interpretative reasoning and which may also be broad in scope; contribute technical knowledge to the vendor selection process; make technical recommendations; identify and refer problems, and provide viable options and solutions; provide draft procedures. • Thorough knowledge of client's I&IT needs and business environment to define technical scope of work with Manager; develop specialized technical RFP specifications; assist in negotiating SLAs. • Situational and project/operational/service management skills. • Problem-solving techniques to provide leadership and solutions, which deal with complex application development problems efficiently and effectively. • RFP and tendering process, contract management to ensure own input is compliant with corporate standards and client needs. • Customer service techniques to provide data, reports, problem resolution, education/information. • Change management, training and education, especially for non-technical or first-time users; • Project/element, program and service costing and cost control. • Examples of cluster applications can be seen at the end of this report.

 

Skills 30%

Job requires: • Reasoning, planning, analyzing and assessing to ensure that very diverse and broad-scope application development needs are identified; technical work and services are planned, scheduled, monitored and evaluated, and that innovative solutions are provided for management and clients. • Judgement to make timely and appropriately researched and evaluated recommendations; assign tasks; manage relationships. • Team leadership to plan group work, and develop and encourage teamwork, good morale and high performance. • Written and oral communications to write, explain and present complex technical reports and recommendations for non-technical audiences and/or decision-makers; establish effective working relationships and provide instruction for less experienced team members; negotiate with vendors; provide draft procedures.

 

Communication Skills: 25%

Ability to explain technical terms related to Application Support in non-technical terms.

 

Public Sector / OPS Experience: 10%

 

Supplier Comments

Max submission: 2 (two)

Hybrid: 3 Days onsite / 2 days remote

 

Must Haves:

Identify and provide solutions to complex application development problems.

Experience solving issues with contact center solutions including AWS products such as Amazon Connect (primary), ComputerTalk (Icebar application-secondary), NICE - workforce management applications (nice to have)

Ability to acquire knowledge of program area, IT Systems and business environment.

Perform software upgrades, apply patches, and provide customer interface to ensure requested changes are implemented, monitor computer workload trends and make adjustments to ensure optimum utilization of computer resources.

 

Nice to have:

Knowledge or gain knowledge in the Public Sector / OPS IT Service Management framework.

Open to learning new Contact center solutions applications.