Reporting to the Manager, Technology Services, your responsibilities include managing the deployment, implementation and administration of Cellular, Smart Phones and Voice communications throughout the Corporation and satellite facilities. You will follow-up, liaise with various vendors and coordinate the acquisition and maintenance of all Telephony, cellular and wireless communication equipment. Providing ongoing support to internal staff. You will perform hands-on technical work as required. Daily administration and support of voice message systems, moves, adds, change (MAC) specific to telecommunication.
Monitor and perform routine communications equipment health checks to ensure system capacity, performance, and availability are maintained at required service levels.
Maintains client rapport by listening and answering questions and resolving concerns in a timely manner.
Travel to satellite offices for client meetings, system installations or upgrades when required.
In-depth technical knowledge of one or more premise-based UC platforms (ShoreTel / Mitel Preferred)
Experience with Call Flow design and Dial Plan implementation, Contact Center, Unified Messaging and Communication services.
Experience in ITIL-based operations, including trouble ticket management, and participation in Problem and Incident management.
Perform service order administration and management of carrier services, monthly billing reviews.
Knowledge of how to set up and troubleshoot Voice and Data communication issues, analog, PRI and SIP trunks for systems
Verifies service by testing and re-programming circuits, equipment, and alarms; identifying and correcting problems; and conferring with Vendor.
Experience in configuring IP phones, Class of Service, user groups, and users
Support Network switch equipment as it relates to the VOIP infrastructure
Experience in support of VOIP installations such as Mitel platform within a virtual environment.
Experience configuring and troubleshooting CISCO network equipment.
Troubleshooting and managing incidents and problems as they arise. Ensuring operational level agreements are met and maintained.
Managing and interacting with vendors in relation to support issues and product enhancements, implementation of changes as required.
Being actively involved in teams of cross functional project to assist in problem solving inclusive of various technologies
Identify and implement improvements to technical processes and toolsets to become more efficient, realize cost efficiency, and reduce risk.
Adherence to corporate policies, Agreements and other related operational guidelines
Perform other related duties as assigned.
REQUIRED SKILLS and KNOWLEDGE:
Performing platform support is a core requirement of the role, and accordingly the successful candidate is required to possess strong technical skills and experience in Mitel/Shortel, CISCO Network devices, Wide and Local Area Network, as well as Windows Server operating systems skills.
Knowledge and experience in change management, Business continuity, capacity planning, performance tuning, privacy, security and best practices
Experience and ability to troubleshoot technical problems and get to root cause; superb customer service skills
Strong, independent, results oriented self-starter with good inter-personal skills including conflict resolution
Excellent organizational, analytical, presentation and communication (both written and oral) skills with logical, strategic and non-linear thinking abilities
Team and process Oriented, willing and able to work within internal and cross-functional teams in a changing environment
Capable of working under heavy pressure and emergency situations, in a multi-platform and multi-tasking environment, and able to make fast accurate decisions, as required to support a wide range of IT support situations
Strong ability to research/learn and willingness to stay ahead with applicable knowledge of existing and emerging information technologies
Excellent abilities in technical or non-technical documentation
Ability to perform well in a high demand environment
Must be prepared to work beyond normal business hours, on-call or standby.
QUALIFICATIONS AND EXPERIENCE:
A diploma in computer science or related discipline and/or 3-5 years of experience.
Cisco Certified Network Associate (CCNA) preferred