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Technical Analyst – Voice (Winnipeg, MB)

POSITION SUMMARY

As a Technical Analyst (Voice), you will be part of Technical Assistance Center (TAC), reporting to Telecommunications Manager. You will provide technical support via phone, email, and remote access to customer sites where solutions are deployed; and proactively manage and monitor customer environments. You will work directly with customers or indirectly through the advice you will provide to others in the TAC. You will join a team with the responsibility of supporting, planning, designing and building network infrastructure solutions for FlexITy and its Customers.

In addition, the position will require the following:

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Manage and monitor customer environments from FlexITy’s Technical Assistance Centre (TAC) environment.
  • Install, remove, maintain, modify, troubleshoot, and program Cisco Collaboration applications.
  • Diagnose, detect, and repair Cisco Collaboration application faults.
  • Understand and implement commonly-used features, services, and options.
  • Accept and work on trouble reports from the IT Help Desk.
  • Manage multiple high-priority initiatives in a fast paced, highly technical event-driven environment.
  • Update internal trouble tracking system and documentation in a timely manner.
  • Ability to recognize when customer problems need to be escalated within FlexITy.
  • Define and document processes and procedures in compliance with ISO and ITIL specifications.
  • Monitoring of customer requests for incident creation and updates.
  • Compile data gathered from the TAC/NOC into a comprehensive format that can be used to share within the organization to improve our product & service offerings.
  • Formulate technical action plans for analyzing and resolving end-to-end solutions.
  • Standards and Best Practices maintenance and development.
  • Research, Recommend, Source, and Implement Tools for Assessments, Testing and Troubleshooting.
  • Determine methods and procedures for solving complex technical issues encompassing Voice solutions.
  • Formulate technical action plans for analyzing and resolving end-to-end solutions.
  • Build and Maintain technical certifications essential to the business needs and business certification levels.
  • Troubleshoot and fix advanced network related issues.
  • Coordinate with internal and external departments to ensure an optimum customer experience.
  • Perform impact assessment on change management events, and communicate to internal stakeholders.
  • Ethics – treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically uphold organizational values.
  • Organization support – Follow policies and procedures and complete administrative tasks on time; support organization’s goals and values.
  • Professionalism – approach others in a tactful manner. Treat others with respect regardless of their status or position.

 

REQUIREMENTS & EXPERIENCE

  • Past experience working directly with the customer in handling incidents and alerts generated by customer and customer environments respectively.
  • Minimum of two years of Cisco Network/ IP Telephony administration and support.
  • A minimum of two years’ experience performing Cisco Call Manager MAC’s, analyzing, testing and troubleshooting Cisco Voice Telephone problems.
  • Ability to work under pressure, deal with persons acting under stress and adapt when confronted with emergency situations.
  • Ability to work varied shifts including evenings, weekends, and holidays as required, sometimes on short-notice.
  • Service attitude, professional, friendly, courteous.
  • Ability to perform duties in a very fast pace environment and ability to learn new technology quickly.
  • Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner.
  • Must have good communication skills and be able to manage multiple priorities.
  • Due to the nature of a 24×7 operation, shift work and on-call may be required.
  • Ability to work flexible hours is a must.
  • The employee is required to work toward and achieve:
  1. Cisco CCNA (Must be achieved within 6 months of joining the team)
  2. Cisco CCNP Collaboration (Must work towards after the CCNA)
  3. Cisco CCIE (long term goal)
  • Strong analytical and troubleshooting skills are required.

If you are interested in applying, please send a copy of your résumé to careers@flexity.com.