Technical Support Analyst - Tier 2

About the Role

The County of Elgin is hiring a permanent, full-time, non-union Technical Support Analyst, Tier 2 to support and strengthen its technology environment in St Thomas, Ontario. Reporting to the Manager of Information Technologies, this position focuses on the design, operation, protection, and optimization of the County’s IT infrastructure. The role includes oversight of network administration, server administration, cybersecurity controls, and cloud services to keep systems dependable and secure. It also involves advanced support, guidance for Tier 1 staff, and contributions to ongoing digital improvements that align with organizational priorities. An on-call rotation is part of the role for critical systems and after-hours incidents.

Compensation and Hours

This position pays $44.43 to $51.98 per hour, which is equivalent to $80,862.60 to $94,603.60 per year. The regular schedule is 35 hours per week.

There is 1 vacancy for this role.

Key Duties

• Work with departments and senior leaders to plan, deploy, and maintain secure technology solutions.
• Explain technical issues in a clear, practical way to non-technical employees and management.
• Coordinate with vendors, consultants, and service providers on network and systems initiatives.
• Coach and support Tier 1 technicians, including escalation handling and technical mentoring.
• Partner with the service desk to improve support workflows, knowledge sharing, and service quality.
• Take ownership of network, server, and cloud operations across the County.
• Maintain availability, security, and performance for enterprise platforms, including cloud services, SaaS tools, and Microsoft 365 collaboration applications.
• Put cybersecurity safeguards, data protection practices, and network resilience measures in place and monitor them.
• Keep system records, configuration details, and asset inventories accurate and up to date.
• Follow County policies, IT governance standards, and confidentiality requirements.
• Take part in an on-call schedule to deliver after-hours support for critical infrastructure and operational incidents.
• Help build and maintain knowledge base articles and standard procedures for Tier 1 staff.
• Track escalated incidents and drive timely resolution for complex technical problems.
• Identify and implement improvements that increase stability, efficiency, and scalability.
• Use automation and scripting to reduce manual administration work and support existing automations.
• Pursue ongoing professional development to keep certifications and technical skills current.
• Stay informed about new technologies, infrastructure best practices, and cybersecurity developments.
• Contribute to team capability building through mentoring, knowledge transfer, and cross-training.
• Serve as an escalation point for Tier 1 support and guide incident resolution.
• Support major incident response and service restoration efforts to reduce business disruption.
• Provide user support through communication, training, and technology guidance when needed.
• Create and deliver training materials that help staff use enterprise systems and technology effectively.
• Maintain a professional, service-focused approach in all interactions.
• Troubleshoot complex network, system, and cybersecurity issues and recommend effective solutions.
• Review capacity and performance trends to inform future planning and upgrades.
• Recommend technology investments and help prioritize projects.
• Use analytical thinking and sound judgment to manage risk and improve system performance.
• Assess escalated incidents and determine corrective actions, escalation routes, or longer-term fixes.
• Spot recurring service issues and suggest process, infrastructure, or support enhancements to improve reliability and user experience.

Qualifications

• Diploma or degree in Information Technology, Computer Science, or a related discipline.
• At least 5 years of progressive experience in systems or network administration, with senior-level responsibilities preferred.
• Strong working knowledge of networking technologies such as LAN/WAN, VPN, firewalls, routing, switching, and wireless.
• Hands-on expertise with Microsoft 365, Azure, Active Directory, virtualization, and Windows Server environments.
• Solid understanding of cybersecurity principles, IDS/IPS, endpoint protection, and patch management.
• Experience using automation and scripting tools such as PowerShell and PowerAutomate to improve operations.
• Familiarity with infrastructure monitoring tools, backup solutions, and disaster recovery planning.

Additional Information

This is a permanent, full-time, non-union position located onsite in St Thomas, Ontario. Candidates should be prepared for participation in an on-call rotation and after-hours support responsibilities.

Equal Opportunity and Accommodation

The County of Elgin welcomes applications from people with disabilities, Indigenous candidates, Black and racialized individuals, and people from diverse ethnic and cultural backgrounds, sexual orientations, gender identities, and gender expressions. The organization is an equal opportunity employer and provides accommodation throughout the recruitment, selection, and assessment process in line with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code. Applicants needing accommodation should contact the HR Department by email with the job title in the subject line.

Application Process

Interested candidates must complete the application process through the County of Elgin careers page. Only applicants selected for an interview will be contacted.