Tangerine

Senior Telecommunications Support Analyst - 6 Month Contract

Job Post Start
10/4/2017
CA-ON-North York
Job Type
Regular Full-Time
Department
IT Operations - 1020

Job Description

DEPARTMENT SUMMARY:

The Information Technology (IT) department manages the technology and computer infrastructure that drives Tangerine’s business systems. The IT department supports the organization in these critical areas: End-User Technical Support, Desktop Management, Network Management, Voice and Data Communications, Business and Web Applications and Strategic Technical Planning.

ROLE PURPOSE:

The Senior Telecommunications Support Analyst is responsible to ensure the ongoing 7/24 operation of the telecommunication systems by providing the most effective service. Providing second level support onsite and remote access support on behalf of the Tangerine IT department for all Tangerine sites. Systems are monitored and provide timely responses to queries and alarms. Works with vendors to effectively support our environments and proactively makes recommendations for systems enhancements and performance. This position also creates and maintains documentation for call flows, procedures, systems configuration and all communication line details. The Senior Telecommunications Support Analyst reports directly to the Senior Manager Telecom and Contact Center.

ROLE ACCOUNTABILITIES:

  • Administer and respond to inquiries on:
    • PBX s8800’s, ESS
    • Aura platform, session manager
    • Voice mail (Aura Messaging)
    • Call detail reporting (Avotus)
    • SIP technology
    • Audio Codes Gateway
    • Genesys Contact Center Solution (Routing, Reporting, WFM and Recording)
  • Manage Telecommunication system performance, switch capacities and utilization through planning monitoring and tuning
  • Ensure systems are being backed up and validate if errors occur, ensure timely response for resolution
  • Create and maintain telecommunication procedures, checklists and documentation. Ensure current work flows and voice and data communication line detailed information is current
  • Provides timely response to queries, ARQ’s and Helpdesk tickets and reports/escalates issues relating to the Telephony infrastructure
  • Prepare, evaluate or facilitate training to general and technical staff on Telecommunication systems
  • Act as the team lead in the manager’s absence providing work direction for the team
  • Provide support to IT Development initiatives in matters relating to Telecommunications
  • Maintain vendor relationships to effectively support our environments and proactively makes recommendations for systems enhancements and performance
  • Assists in the planning and implementation stages of relevant Telecommunication projects
  • Other duties as requested by IT Management
  • Must be competent in Networking and VOIP technologies
  • Other duties as assigned

MINIMUM QUALIFICATIONS:                                                                                                                        

  • Education/Experience
    • University or College Degree in Computer Science or related subject
    • Minimum 4 years of work experience with Telecommunications and Telephony systems
  • Specialized Knowledge
    • General understanding of banking/financial systems
  • Technical Skills
    • Competent in telecommunication technology:
      • PBX (Aura), session manager
      • Voice over IP
      • Call Centre programming and administration (Vector and VDN)
      • Aura Messaging
      • Call detail reporting (Avotus)
      • Genesys applications
      • Audio Codes Gateway
      • Telephone tolls
      • 1-800 service
      • Phone punch downs moves adds and deletes
    • Competent with Avaya technologies
    • Competent in Call Centre Vector programming
    • Must be competent in Networking and VOIP technologies
    • Hands on experience with SIP
    • Hands on experience in Audio Codes Gateways
    • Working knowledge of Genesys applications including Routing, Reporting, WFM and Recording
    • Competence in computer application processing and operating computer hardware
  • Abilities
    • Ability to demonstrate problem ownership and resolution
    • Ability to demonstrate a high degree of judgement and initiative in problem conditions
    • Ability to work independently as well as within the team
    • Ability to display interpersonal savvy and business knowledge
    • Ability to deal with users at various levels in the organization
  • Attributes
    • Strong verbal and written communication skills

WORKING CONDITIONS:                                  

The Senior Telecommunications Support Analyst will be working in a traditional office environment and may be subject to special working conditions as needed by the business. Special working conditions may cover a range of circumstances from regular evening and weekend work, overtime, shift work, working outdoors and/or working with challenging clients.

 

DIRECT REPORTS:

No.

 

DISABILITY ACCOMODATION:

Tangerine will make reasonable accommodations for the known physical or mental disabilities of an otherwise qualified employee or applicant for employment, unless undue hardship to Tangerine would result. Any applicant or employee who requires accommodation in order to perform the essential functions of a job should contact Human Resources or his or her supervisor.

MANAGING RISK:

All members of the Tangerine Team are responsible for managing risk and compliance within their departments. As such, employees should maintain and demonstrate the highest standards of integrity and ethical conduct in accordance with Tangerine policies, guidelines and directions.

Tangerine is an equal opportunity employer.

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