Telecom Support Technician

3 weeks ago

Burnaby, Canada Simon Fraser University Full time

Union/Affiliation:
**C.U.P.E. Local 3338**
- Pay range:
**$26.77 hourly plus 9% in lieu of benefits**
- SFU Department Descr:
**IT Services - Telephone Services**
- Position Grade:
**8**
- # of openings:
**1**
- Biweekly Hours:
**70**

**Who We Are**

Phones team within Infrastructure Services, a unit of SFU IT Services responsible for providing and supporting the University's Communication Network for Data and Telecommunications, Datacentre Services, Servers and Storage, and SFU Core IT services.

SFU Phones team provides support to approximately to 6,000 telephony users across its three campuses in Burnaby, Surrey and Vancouver. SFU’s three campuses in three different cities are connected via several PBXs utilizing fibre, ISDN and PRI trunks provided by several vendors. Analog, digital, VoIP and SIP technologies are utilized to provide voice communication services for over 5,000 devices, consisting of multi and single line desk phones, soft phones, unified voice mail, an extensive emergency and classroom communication system.

**About the Role**

Acts as the principal technical support resource for all SFU telephony device-related processes which are managed and operated through Information Technology Services. This position responds to inquiries from SFU subscribers, providing direction and assistance on the use of their particular device and its features or the services of external service providers (e.g. conference bridges). Investigates trouble reports by consulting the user, providing either an immediate resolution, or logging a trouble ticket through a ticketing system to generate a work order for an SFU Network Services Technician, contractor or external organization to resolve the problem. Assists in the development/alteration of telephone system configurations for all SFU departments/campuses. Receives requests from departments for moves, adds, changes, and deletes (MACD) for devices and prepares work orders for Network Services Technicians or contractors to perform the work, ensuring successful completion. Maintains and updates records in disparate systems accordingly. Following defined auditable protocols, prepares monthly billing reports from various sources, for departmental telephone and long-distance services. Investigates and resolves departmental enquiries related to the charges. Oversees, assigns work and monitors the day-to-day activities of the Switchboard Operator. This position works with cross-functional teams (e.g., Network Services, AV Services) for incident management, and root-cause analysis.

Full

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