IT Communications Specialist

2 months ago


Guelph, Canada Gateway Services Inc Full time

**Job Overview**

The IT Communication Specialist, reporting into the Network Engineer is responsible for managing, maintaining, and improving the communication infrastructure for Gateway's IT operations.

This role will focus on ensuring seamless integration and operation of various communication platforms, including Talkdesk, OneTalk, and legacy phone systems.

The IT Communication Expert will work closely with cross-functional teams to troubleshoot, optimize, and upgrade communication systems, ensuring high availability and performance. This individual will also be a key contributor to communication strategy, playing a pivotal role in supporting the organization's technology needs.

**Duties & Responsibilities**

Management and Support of Communication Platforms:

- Oversee the day-to-day operations and maintenance of Talkdesk, OneTalk, and legacy phone systems.
- Provide technical support and troubleshooting for communication-related issues, ensuring mínimal downtime.
- Monitor system performance and make necessary adjustments to optimize efficiency.

System Integration and Optimization:

- Integrate communication systems with other IT tools and platforms for a unified experience.
- Recommend and implement improvements to current systems and processes.
- Collaborate with external vendors and internal teams for system upgrades and updates.

Technical Expertise and Troubleshooting:

- Diagnose and resolve technical issues related to communication platforms, providing prompt support when needed.
- Document issues, resolutions, and system changes in a comprehensive manner.

Training and Support:

- Provide training and technical guidance to end-users to ensure they are fully equipped to use communication tools effectively.
- Create and update user manuals and guides for communication platforms.
- Conduct periodic audits of system usage to identify and address inefficiencies.

Collaboration and Communication Strategy:

- Work with IT Operations and other departments to align communication tools with business objectives.
- Develop strategies to enhance communication capabilities across the organization.
- Assist with the migration from legacy systems to modern communication platforms, ensuring a smooth transition.

**Education, Training & Qualifications**
- Strong understanding of VoIP, PBX, and SIP technologies.
- Experience in IT operations or a related field with a focus on communication systems.
- Bachelor’s degree in Information Technology, Telecommunications, or a related field (or equivalent experience).

**Skills & Abilities**
- Ability to work independently and manage multiple projects simultaneously.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.

**Working Conditions**
- This role requires periodic on-site presence for system installations and troubleshooting.
- Flexible work environment with occasional remote work options.
- Some weekend work may be required.



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