$46.01 to $50.01 per hour
This is an Addition to staff
Union position - CUPE Local 905 (York Region Unit)
0830 – 1630
Reporting to a Projects Manager, ITS, is responsible for providing customer support, maintenance, repairs, upgrades, system backups and documentation of the Technology and Communication (T&C) components, including communication servers, security, software, telephone systems, call centre systems, voice mail, paging, etc., and working closely with ITS staff, Senior Analysts and vendors to ensure all T&C components are monitored, maintained, available, reliable and of sufficient capacity and capability to support current and future infrastructure initiatives.
•Receives ticket, task or call for support; utilizes call-tracking software to manage requests for support from customers and the IT Service Desk, in compliance with corporate and ITS standards, guidelines and policies.
•Maintains customer’s accounts, including the creation, deletion and modification of accounts in T&C components, in accordance with appropriate security policies and specifics of customer requests.
•Works with appropriate vendors to unpack, move, install, configure, maintain and repair T&C components.
•Creates and maintains documentation and diagrams of T&C components, including locations, serial numbers, revision levels and software licensing and service history.
•Creates, maintains and documents standard operating procedures to ensure system backup, security and daily procedures are effective, documented and followed.
•Creates and maintains all telephone assets/records including the ordering of phone numbers and data circuits.
•Utilizes appropriate backup software to ensure all T&C system backups and restores are performed in compliance with records management policies and customer requests.
•Performs monitoring procedures on T&C components and makes recommendations for improvement in reliability, availability, incident and problem management procedures within the Region’s Network Operations Centre.
•Works with ITS staff, customers and vendors to configure and support T&C components.
•Creates Call Detail Recording and telephone number reports, as requested by ITS staff and customers.
•Performs backup duties for the Senior Communications Analyst and Network Analyst - LAN/WAN, as required.
•Performs overtime, standby and shift work to accommodate scheduled system changes and repairs, as required.
•Successful completion of a Community College Diploma in Information Technology or a related discipline or approved equivalent combination of education and experience.
•Minimum three (3) years experience in the Information Technology field maintaining a large organization’s communication infrastructure including traffic analysis and reporting for telephone lines, telephone numbers, voice, fax, voice mail and call centre systems and services.
•Satisfactory Police Criminal Background Check.
•Experience in a Microsoft LAN/WAN environment and voice over IP solutions.
•Experience with Cisco IP telephony environments including routers/switches, Call Managers, Unity Voice Mail, UCCX/UCCE and Integrated Voice Response (IVR), and Automated Faxing systems.
•Knowledge of current Voice over IP based Call Managers, PBX, voice mail, Call Centre, Integrated Voice Response, and fax solutions.
How to Apply
Please apply online by September 4, 2019 at 4:30 p.m. We thank all candidates for their interest, however only those selected for an interview will be contacted via email.