Telephony Support Specialist

**DUTIES AND RESPONSIBILITIES**:

- Prepare, setup, troubleshoot, and maintain all hardware, software and systems within the entire Telephony network, including support for the Virtual Contact Centre. Perform regular audits of all systems and numbers and update all relevant documentation.
- Perform basic network support in areas where telephony and networks are converging, i.e. VoIP telephony. This will include working with the 3rd level network support staff, performing hands on implementation of changes / fixes and providing help in solving day to day support issues.
- Provision a new cell phone or replace/upgrade existent units based on the “New User” or “Upgrade” procedure as set in accordance with each institutional standard. Provide information and estimated lead times for the cell phones requests from clients.
- Participate in departmental projects as required, lead the completion, of assigned tasks, plan change requirements and implement individually or with a project team.
- Frequently check port availability for growth and advise through ticketing procedure.
- Coordinate telephony hardware repairs, warranty, and parts ordering with asset management staff and/or vendors. Liaise with vendor technical staff and establish relationships to obtain better support.
- Document telephony technical information, notes, user guides for internal or customer use if required. Follow up with clients on all open issues to ensure service level objectives are met. Responsible for updating and entering support ticket entries as required with clear & concise data that accurately reflects the actions taken and the resolution applied.
- Provide cross-training for other technical staff when required.
- Provide support with Roaming plans and other related features of the approved cell phones.
- Maintain a telephony hardware and software inventory in conjunction with moves, additions, and changes.
- Work closely with Help Desk and Tier III staff for problem determination.
- Provide consultation services to end users to help plan changes/upgrades and /or new requirements for cell phone handhelds in accordance with institutional standards. Follow up with customer base via telephone and in person to ensure quality of service.
- Provide continuing research and training on handheld technologies to maintain a skill level that matches the evolution of technologies related to performing these duties and keeping technically current.
- Adheres to and effectively communicates established process & procedures to clients when necessary.
- Attend meetings as required to disseminate and collect information on IT requirements and to establish communication channel with user base.
- May be required to perform additional duties in the technical area as required from time to time.
- Required to work off hours when necessary to address issues, problems, or projects.
- Analyze trends, identify emerging issues and suggest ways to improve the quality of service (such as providing capacity planning, performance monitoring, and proactive diagnostics).
- Provide consultation services to end users to help plan changes/upgrades and /or new requirements for computers and peripherals in accordance with institutional standards.
- Provide information and estimated lead times for software and/or hardware requests from clients.

**QUALIFICATIONS**:

- A minimum of a three-year diploma or degree in Computer Systems or Information Technology.
- Completion of an Advanced Voice Fundamental course is required.
- A minimum of five years related work experience in Information Technology, including three years supporting Telephony in a network environment, cell phones/smartphones provisioning, and configuration for iOS and Android.
- A minimum of one year or more experience in VOIP, Call Pilot, Symposium, Meridian and Five9 Virtual Contact Centre.
- Excellent interpersonal communication skills to build relationships and provide exceptional customer service.
- Excellent written and verbal communication skills are required.
- Good time management skills to meet deadlines while balancing multiple priorities in a high-pressure environment.
- Collaborative with team members, management and other stakeholders.

**Required Skills**:
Starting Rate: $38.76; Four Year Rate: $44.93

Required Experience

Hours: 35 hours per week (1) one hour lunch; Mon - Fri (shifts between 8:00am - 6:00pm), shifts will be scheduled in accordance with these hours.