Telecommunications Technician II

TELUS Communications - Ottawa, ON (30+ days ago)

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To increase customer value by providing a professional point of contact for system design, planning, installation, and maintenance services; to ensure system settings and configurations are programmed according to customer requirements; to ensure product optimization and provide customers with a sense of professionalism, and to provide a smooth transition from the sales process into the installation and maintenance phases.

Responsibilities:
Coordinate all communications with customer regarding database information, specific business requirements, product/application configuration, expectations and due dates, issues relating to installation, or maintenance activities
Design, program, install, configure, and test core software products
Provide end-user product training/demonstration and system administration training for internal/external customers on core hardware/software products
Provide ongoing remote and on-site technical support to customers and field personnel prior to, during, and directly following due date
Partner with internal customers (Technicians, Service Specialists, Project Supervisors, Sales Representatives, Product Engineers and Service Partners) to ensure that customer satisfaction objectives are achieved including; Technical field service duties as required in the GTA/SWO area

Qualifications

Required Knowledge:
Knowledge of network technology, architecture and elements, and a strong understanding of their associated networking In-depth working knowledge of one or more of network elements (e.g. CISCO and AVAYA)
Working knowledge of ISDN, PRI/T1 and private line data
Knowledge and experience with VOIP
Knowledge and experience with products and services for business customers

Experience in any of the following areas would be an asset:
Cisco and Avaya/Nortel LAN/WAN networks
CSU/DSUs and modems
Cat 5e/6 and fibre structured cabling systems cross connect skills
PBX interfacing and signalling
Installation, maintenance, or testing/analysis of network elements
Avaya Aura System and Session managers Rel 7.1 and above
Avaya CM Rel 7.0 and above
Avaya Aura Messaging Rel 6.3 and above
Avaya Call Centre Elite latest release
Avaya Session Border Controller rel 7.2 (desirable)
Avaya SAL Gateway and Policy Manager Rel 3.1 and above (desirable)
Mutare Message Mirror (desirable)

Required Skills & Abilities:
Process and ensure completion of all customers initiated and internally initiated change requests to ensure SLA is met
Approve, notify customers and manage all approved network change activities
Personal Computer navigational skills
Ability to work effectively in a team environment and collaboratively with other departments
Ability to effectively handle both favourable and unfavourable customer interactions
Demonstrated ability to identify problems and situations, take appropriate action implement solutions or escalate as required
Maintain a high level of performance under the pressure of time constraints and a fast paced changing environment
Commit to continuous learning
Demonstrate the ability to learn and apply learned skills to related situations and complete and pass all related exams
Excellent verbal and written English communications skills are a pre-requisite
Demonstrated ability to work autonomously

Required Professional Designation/Certification:
Electronics Engineering Technician or Telecommunications Diploma (or other equivalent) an asset
AVAYA (ACS/ACE) certification preferred
AVAYA/NORTEL certifications on CS 1000, Call Pilot, IP Office
Cisco CCNA and/or CCNP and/or other Cisco career certifications an asset

Required Experience:
5+ years’ experience in telecommunications, working with and supporting VOIP
3 to 5 years’ experience working with AVAYA/NORTEL products (CS 1000, Call Pilot, and IP Office)
3 years’ experience on basic data switches (Cisco)

Additional Requirements:
Current and valid driver's license a must, as travel throughout the GTA/SWO is a position requirement
Ability to secure Government of Canada level 2 security clearance and other government clearances as required
Flexible 24x7/365, scheduled on call, and other overtime required