Job Description
Join the County of Elgin as a Technical Support Analyst, Tier 2!
Position Title: Technical Support Analyst, Tier 2
Type: Permanent, Full-time, Non-union
Compensation: $44.43 – $51.98 per hour ($80,862.60 - $94,603.60 per year)
Hours: 35 hours per week
Vacancy: 1 new vacancy
About the Role:
Reporting to Manager of Information Technologies, the Technical Support Analyst- Tier 2 is responsible for the design, operation, security, and optimization of the County’s technology infrastructure. This position oversees network administration, server management, cybersecurity safeguards, and cloud-based services to ensure the reliability and integrity of County systems. Working collaboratively across departments, the incumbent provides advanced technical support, technical leadership, mentorship to Tier 1 support staff, and contributes to continuous digital improvement aligned with the County’s strategic priorities. The position also participates in an on-call rotation to support critical systems and after-hours incident response.
Your responsibilities include:
• Partner with departments and senior staff to plan, implement, and maintain secure and effective technology solutions.
• Communicate complex technical issues clearly to non-technical users and management teams.
• Liaise with vendors, consultants, and service providers to coordinate network and systems projects.
• Provide guidance, mentorship, and escalation support to Tier 1 technical support staff.
• Collaborate with the service desk team to improve support processes, knowledge sharing, and service delivery standards.
• Maintain responsibility for the County’s network, server, and cloud infrastructure operations.
• Ensure high availability, security, and performance of enterprise systems, including cloud platforms, SaaS applications, and the broader suite of M365 productivity and collaboration applications.
• Implement and monitor cybersecurity controls, data protection standards, and network resilience measures.
• Maintain accurate system documentation, configuration records, and asset inventories.
• Adhere to County policies, IT governance practices, and confidentiality standards.
• Participate in an on-call rotation to provide after-hours support for critical infrastructure, systems, and operational incidents.
• Support the development and maintenance of technical knowledge base documentation and standard operating procedures for Tier 1 staff.
• Monitor escalated incidents and ensure timely resolution of complex technical issues.
• Recommend and implement improvements to enhance system stability, efficiency, and scalability.
• Leverage automation and scripting to streamline administrative and maintenance tasks as well as provide maintenance and support to existing automations.
• Recommend and pursue professional development opportunities to maintain certifications and technical expertise.
• Stay current on emerging technologies, infrastructure best practices, and cybersecurity advancements.
• Assist in developing technical capabilities within the support team through mentorship, knowledge transfer, and cross-training initiatives.
• Act as an escalation resource for Tier 1 technical support staff and assist with incident resolution guidance.
• Support major incident response and service restoration efforts to minimize operational disruption. Ensure efficient, reliable, and secure IT services that meet the operational needs of the organization.
• Support users through clear communication, training, and technology guidance when required.
• Develop and deliver training materials that equip county staff with the knowledge and skills needed to effectively use enterprise systems and technology resources.
• Maintain professionalism and a customer service mindset in all interactions.
• Diagnose complex network, system, and cybersecurity issues to identify and implement strategic solutions.
• Assess infrastructure capacity and performance to guide future planning and upgrades.
• Make informed recommendations for technology investments and project priorities.
• Apply analytical thinking and sound judgment to manage risks and optimize system performance.
• Evaluate escalated incidents and determine appropriate corrective actions, escalation paths, or long-term remediation strategies.
• Identify recurring service issues and recommend process, infrastructure, or support improvements to enhance service reliability and user experience.
Qualifications:
• Diploma or degree in Information Technology, Computer Science, or a related field.
• Five (5) years of progressive experience in systems or network administration, with senior-level responsibilities preferred.
• Advanced knowledge of networking technologies (LAN/WAN, VPN, firewalls, routing, switching, wireless).
• Expertise with Microsoft 365, Azure, Active Directory, virtualization, and Windows Server environments.
• Strong understanding of cybersecurity principles, IDS/IPS, endpoint protection, and patch management.
• Experience with automation and scripting tools (e.g., PowerShell, PowerAutomate) to enhance operations.
• Familiarity with IT infrastructure monitoring tools, backup systems, and disaster recovery planning.
Apply now! To be considered, please complete the application process through our website https://www.elgincounty.ca/careers/.
We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.
The County of Elgin is an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, the company will provide accommodation throughout the recruitment, selection and/or assessment process to applicants with disabilities. Please inform the HR Department of the nature of any accommodation(s) to ensure your equal participation by emailing jobs@elgin.ca with the job title in the subject line.
We thank all those that apply and appreciate your interest. Only those applicants selected for an interview will be contacted.
