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Telecommunications Analyst (Junior)

St. Jacobs, Ontario  - Contract

Job Description

To maintain and support all aspects of Home Hardware’s existing and expanding voice communication environment.

Recommends and configures voice communications equipment, configuration services, installation, and enhancements to meet the business requirements of the Corporate unit. Reviews and evaluates user needs, recommends voice communications equipment, services, installation, and enhancements to meet those needs. Ensures all voice telecommunications equipment including Cisco Call Manager, Cisco Call Center Express and other peripheral voice equipment are operational and running up to date. Provides documents on system performance maintains and assists in the interpretation of management reports.

Must Have Skills:

3 - 5 years Knowledge of Cisco Unified Communications, BlackBerry MDM, and peripheral telecommunication technologies
Other, licenses, memberships, associations:On-going training for up-to-date telecommunication solutions (Cisco)

Nice to Have Skills:

Assists with the maintenance across all locations and the support of all aspects of Home Hardware’s existing and expanding voice communication environment.
Ensures that our Cisco Unified Communication infrastructure remains current and reliable. This includes the Cisco Unified Communication Manager, Cisco Contact Center Express, Cisco Unity, Cisco Attendant Consoles, and Voice Gateways. Some knowledge of UCCX scripting.
Works with third party vendors or Cisco support to diagnose and troubleshoot system performance issues or requested system changes
Provide support and training for VoIP applications such as Call Centre, Attendant Console (i.e. switchboard), and Cisco Jabber. Supports moves, adds and changes
Provides documents on system performance. Creates and updates all documentation for voices systems and services.
System Administration for our current MDM solution. BlackBerry Unified Endpoint Management. This will include creating new policies and procedures in the MDM and testing them on all types mobile devices.
Support mobile device hardware and software issues running both Android and iOS.
Work with our preferred telecom carriers to support or add to our existing services. (PRI, 1FL lines, DSL, and Conferencing).
Coordinating assigned telecommunication activates and projects as requested.
Support existing Video conference system and assist with expanding this service into new opportunities.
Off hours support for all telecommunications emergency issues – as requested
Other duties as assigned.

List how the jobholder solves problems. Provide examples of problems and how you solve them.
Ability to solve problems using standard processes. Capable of looking beyond obvious solutions and experimenting with different approaches to solving production issues

•Strong customer focus; friendly, respectful of customers needs, available time. Ability to work with people to achieve a win-win situation for all involved.
•Able to translate technical terminology into a user-friendly, understandable, non-intimidating format
•Ability to multi-task and manage several projects (small and/or large) at once to ensure there is little or no disruption in a business day
•Strong teamwork oriented with a focus on collaborating across a multi-disciplinary group
•Adaptable, with the ability to learn new technologies and processes
•Adept in the area of incident management; strong in problem management
•Ability to focus and prioritize tasks
•Time management skills

Starting: ASAP
Travel: 0
Dress Code: Business Casual
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