IT Infrastructure Specialist, Communications

About Our Organization:
When you join the City of Guelph, you join a team of 2000 full and part-time employees who deliver services the community relies on every day. Together, we are bringing to life Guelph’s vision of an inclusive, connected, and prosperous city where we look after each other and our environment.

As a regional top employer, the City of Guelph values its employees and offers competitive salaries, excellent benefit packages, opportunities for professional development, a healthy work-life balance, and many roles with flexible work options. Our corporate values are integrity, service, inclusion, wellness, and learning. Guelph is consistently ranked as one of the best places in Canada to live, work, and play—all good reasons to consider a career in this beautiful city.

Job Summary:
Resumes are being accepted for the position of IT Infrastructure Specialist, Communications with the Information Technology Department. Reporting to the Manager, Infrastructure Services this position is responsible for overseeing and managing the City of Guelph’s corporate voice and collaboration systems (video conferencing, document sharing, etc.). This is an exciting and essential role at the City of Guelph. Overseeing and managing the existing Cisco collaboration systems, while also leading the next step in modern corporate telephony, collaboration and the transition from legacy systems and services. This role is key in setting standards and providing oversight for corporate A/V systems and meeting room equipment. This role will help support Guelph’s digital transformation to modern systems and services.

**Hours of work**:
35 hours per week Monday to Friday between the hours of 8:30 a.m. and 4:30 p.m. This position is required to be on call on a rotating basis.

**Your role**:

- Responsible for system administration and management for all Cisco UC Applications. (Cisco Unified Communications Manager, Cisco Unity Connection, Cisco Unified Contact Center Express, Informacast, Instant Messaging and Presence, CallRex).
- Administers and manages Cisco voice gateways (ISR’s and analog gateways).
- Provides real time monitoring and corrective actions for Cisco voice systems.
- Technical lead for corporate voice / video and collaboration initiatives.
- Responsible for Microsoft Teams Voice system configuration and management.
- Responsible for the management and implementation of Microsoft teams rooms and collaboration spaces, corporate video conferencing and collaboration systems.
- Oversees corporate PSTN connectivity, including SIP, PRI’s and analog.
- Responsible for corporate direction and planning in relation to corporate voice, collaboration, video, and audio conferencing.
- Responsible for creating and maintaining detailed system documentation for corporate voice, video, and collaboration systems.
- Oversees and manages technology vendors for implementations, repairs and maintenance of corporate IT systems when required.
- Creates and maintains procedures and support processes for corporate voice, video and collaboration systems.
- Trains IT support technicians on Level 1 and 2 voice and collaboration troubleshooting.
- Acts as escalation point for IT service desk for all voice, video and corporate collaboration incidents and service request.
- Provides advice and technical expertise to IT leadership, with establishment, management and oversight of corporate telephony agreements and voice support agreements.
- Provides network administration duties as required, to support infrastructure team.
- Assists infrastructure team when required to support advanced Active Directory operations.
- Resolves problems using electronic tools, manuals and technical support documentation.
- Performs other related duties as assigned.

**Qualifications**:

- Experience administering and supporting Cisco Voice technology, such as Cisco Unified Communications Manager, Cisco Unity, Cisco Unified Contact Center Express, Inforacast and CallRex.
- Advanced knowledge of the Microsoft 365 platform.
- Considerable knowledge and experience administering and managing Microsoft Teams voice and room systems.
- Experience with PSTN telephony technologies such as SIP, PRI, and analog.
- Knowledge of Windows, Microsoft Server operating systems, Active Directory, Avaya telephony, Cloud telephony and mobile technologies.
- Excellent organizational skills with the ability to manage multiple assignments in order to meet deadlines.
- IT Project Management experience delivering new solutions from start to finish.
- Excellent communication skills (both oral and written).
- Must be a reliable self-starter able to work alone or with supervision.
- Ability to problem solve and good decision-making skills.
- Able to perform physical requirements of position (e.g. lifting up to 50 pounds).
- Technology certifications such as but not limited to will be an asset:

- Cisco networking, and telephony certifications
- CCNA Collaboration
- CCNP Collabo