Telecommunications Planner (tech Support)

Telecommunications Planner

In addition to competitive wages and a rewarding career where you can truly make a difference, we offer a comprehensive compensation package that meets the various needs of our diverse employees, including: Three weeks paid annual vacation days, increasing with years of service; Defined benefit pension plan with OMERS, includes 100-per-cent employer matching; Health and dental benefits; Employee and family assistance program; Maternity and parental leave top up (93% of base salary); Training and development programs including tuition reimbursement of $1500 per calendar year. Fitness membership discount.

This job offers the opportunity to work from home as part of a hybrid work arrangement. This arrangement will allow you to work some days at a TCHC work location and the rest of the time from home. The amount of time required to work at a TCHC work location is flexible, while considering operational and service delivery requirements.

Make a difference

Information & Technology Services (ITS), a business unit within the Toronto Community Housing Corporation (TCHC), operates a Service Desk to handle TCHC employees' (our clients) requests for service during regular office hours spanning a 9-hour period.

This Telecommunications Planner provides 2nd level support, along with 1st level support when required, and manages service delivery of VoIP desk phones, voicemail, cell phones, and any other telephone technologies that may arise in the future. This position will also serve as the prime intermediary with telephone and cell phone vendors.

What you'll do

• Deploy, maintain and support core telecommunication systems & services, including; Cisco VoIP, Hosted Enterprise Unified Communications (HEUC), analog phone systems and cellular devices (cellphones, tablets, hot spots, etc.)
• Coordinating, reviewing, and performing all telecommunication administrative moves, adds, and changes as required; including inventory management and control
• Participate in the development & delivery of various telecommunications services including: hardware/software standards, policies & procedures, customer support, security (mobile device management), change management, contingency & disaster recovery planning, compliance auditing, 3rd party support and contract management
• Provide cost analysis and/or functional advantages for hardware/service upgrades or transitions
• Log client Incident and Service Requests via IT Connect (ServiceNow) and provide answers and technical advice regarding voice telecommunications issues.
• Liaise with vendors to provide support and purchase services and/or equipment
• On-demand report generation summarizing applicable telecom services and equipment in TCHC corporate offices and residential buildings.
• Coordinate work between TCHC ITS staff and vendors as required to the support delivery of applicable telecom services
• Assist the Manager in maintaining and monitoring budgets for telecommunication systems/equipment.
• Consult with the Manager or vendors on problem solving as required
• Participate in project teams, as required, to enhance the quality or efficiency of end-user support, including travelling to TCHC & TSHC locations to provide direct first-level end-user support
• Prepare procedures, system documentation and user guides, as directed
• Perform other duties as assigned

What you'll need

• Three (3) years' previous experience providing telecommunications support in a medium to large organization
• Telecommunications certificate or post-secondary diploma/degree in a related discipline or the equivalent combination of education and experience
• Demonstrated knowledge of integrated networked voicemail systems for the purposes of administration (additions, changes and deletions)
• Strong interpersonal and conflict resolution skills, sensitivity and tact to address clients' issues and to liaise with all levels of staff
• Proven communications skills in order to write reports and prepare correspondence
• Demonstrated knowledge of computer software and the ability to use standard applications software such as MS Word, Excel and MS Access
• Demonstrated knowledge and ability to use Telecom specific applications and services; including (Cisco VoIP, Centrex, PBX, etc.)
• Demonstrated knowledge and ability to support Mobile Device Management (VMware AirWatch) systems (3 years' experience preferred)
• Analytical skills to diagnose and solve telecommunications problems
• Organizational skills to co-ordinate high volume workload and meet deadlines and establish appropriate priorities.
• Good oral and written communication skills to asses and resolve problems with clients' reports of equipment or software failure
• Ability to work in a respectful manner with a diverse community of clients, co-workers and external contractors
• Demonstrated ability to work effectively as part of a team
• Extensive experience with implementing, configuring and maintaining VoIP
• Extensive experience with implementing, configuring and maintaining VoIP Products and platforms

What's next

Once you apply, we'll review your resume and contact you if your skills and experience match the qualifications for the role. If you are selected to move forward, the process will include one or more interviews and/or assessments and reference checks.

Candidates for unionized positions must score a minimum of 70% to pass any interview or assessment and be considered for the next stage of the recruitment process. Successful candidates will be determined based on score and where applicable, union seniority. Not all candidates who score 70% or higher will automatically proceed to the next stage of the recruitment process as this will be dependent on the number of candidates and number of available roles.