Senior UC Technician

ADVANCED UC SPECIALIST

Department: Client Operations - Hamilton-Niagara Region

Reports to: Regional Field Director

**Candidate must be located in or near the Hamilton-Niagara region to provide onsite support for Netagen's Customers.

JOB PURPOSE

The Advanced UC Specialist provides installation and support services, working within Netagen Service Orders (SO) as assigned by a Service Manager. Uses their technical expertise at operations, routing and connectivity for integration and support of configurations within the customers' network. They are fully engaged in design and provisioning of high-end voice and collaborative solutions and making all kids of products work together in a customer environment while providing knowledgeable, creative, and engaging solutions under tight timelines to the customers satisfaction.

RESPONSIBILITIES

• Action tickets through customer or Netagen ticketing system
• Design, build, integrate and support for a wide range of products
• Triage, support and resolve complex issues
• Generate, facilitate, and manage vendor tickets
• Liaise with customers, present solutions, and facilitate operational designs
• Provide knowledge and mentorship to other functional areas
• Drive installations and upgrades to completion
• Patch and upgrade
• Validate sales designs
• Support Project Managers and Service Managers
• Mentor junior techs and provide technical assistance to junior technicians.
• Provide training to junior techs and customers where required.

This position may be required to perform other duties as assigned not otherwise captured in this position description.

SKILLS & EXPERIENCE REQUIRED

• Diploma, Certificate, degree in computer sciences or relevant experience
• Senior Avaya/ Nortel certification in at least four streams. Design, installation and integration knowledge in applications and adjuncts, including but not limited to SIP, IP Conferencing (Teams, Zoom) and SBC. Fluent in IP, connectivity, routing, integration, product configuration and testing.
• At least 5 years in a telephony environment.
• Strong communication skills, writing skills, interpersonal skills, and ethical mindset.
• Adept to problem-solving and conflict resolution.
• Clean drivers abstract
• Ability to obtain and retain security clearances; provincial, federal and customer specific as required
• Strong communication skills both written and oral
• Strong initiative and leadership skills
• Ability to work under pressure and meet deadlines
• Team player with a demonstrated ability to build and maintain both internal and external relationships
• A self starter with superior customer service and interpersonal skills.
• Interest to continually learn new technology, business trends and developments

This job is posted as hybrid and will require occasional travel to customer locations and/or Netagen office locations.

We are looking for candidates that are serious about their careers and hold a high level of enthusiasm for building a strong successful company, as we do.

ABOUT NETAGEN

Since 2001, evolving from Combat Networks, Netagen has been leading the industry with a unique personalized approach to communication solutions, empowering Businesses and Governments to meet their goals and stay connected to things that matter the most.

INTERESTED?

At Netagen, we believe people are our strength. Our success stems from our ability to attract and retain the best people who deliver a high level of performance and skill. If you are looking for an opportunity to join an established, successful, and growing company, Netagen is the place for you.

We thank all applicants in advance for your interest in this position, however; only candidates selected for an interview will be contacted.

Netagen is committed to fostering a diverse and inclusive workplace. We welcome and encourage applications from diverse candidates, including people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

We welcome and encourage applications from diverse candidates, including people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.