Telecommunications Technical Specialist

Competition 841

This competition is open to all applicants however internal candidates and applicants who were former employees of the University of Alberta in the past 18 months will be given priority consideration before external candidates. Please log in to verify your internal candidate status.

This position is a part of the Non-Academic Staff Association (NASA).

This position offers a comprehensive benefits package which can be viewed at: Faculty & Staff Benefits.

Location - This role is hybrid with a mix of remote and in-person at North Campus Edmonton.

Working at the University of Alberta

The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all First Peoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to more than 14,000 faculty and staff, over 40,000 students and 260,000 alumni worldwide.

Your work will have a meaningful influence on a fascinating cross-section of people — from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more.

Working for Information Services and Technology

Information Services and Technology (IST) is the provider of IT support and services to the all the members of the University of Alberta. IST has involvement with most initiatives and is critical to the delivery of the services the University depends on. The University of Alberta is teeming with change makers, community builders, and world shapers who lead with purpose each and every day. We are home to more than 40,000 students in 200+ undergraduate and 500+ graduate programs, over 13,000 faculty and staff, 260,000 alumni worldwide and have been recognized as one of Canada’s Greenest Employers for over a decade. Your work will have a meaningful influence on a fascinating cross section of people—from our students and stakeholders, to our renowned researchers and innovators who are quite literally curing diseases, making discoveries and generating solutions that make the world healthier, safer, stronger, and more just. 

Position 

The Telecommunications Technical Specialist is part of the team responsible for the operation, maintenance, and oversight of the telecommunications services provided to the Univesity of Alberta.  This infrastructure spans several thousand lines covering corporate mobility services, PBX phones, VoIP phones, Call Center services, Voicemail Services, Fax Services, etc.

The incumbent works with internal and external parties to provide a wide range of services and support for these services.  Within the team, this role functions as a point of contact for external vendors and service partners who support the delivery of campus phone services.

This position is primarily responsible for the coordination of contracted services and equipment to ensure optimal services delivery.  They manage the delivery and service levels of the Telephone Expense Management System (TEMS) for order management, procurement, and supporting the internal re-billing processes.  They are also responsible for coordinating the contracts with TELUS/Bell/Cisco and any other service providers which may arise.

This position has secondary responsibilities for the technical support, operation, and maintenance of the University Voice over IP services supporting the rest of the team through sharing activities and on-call duties in a regular rotation.

This position also provides expert consulting services on new technology and existing telecommunications options to Shared Services and directly to units with emerging or evolving needs.  Working closely with units, business requirements are gathered and analyzed to present appropriate telecommunications options to support their workflows and manage costs.

Duties 

• Participation in the 24x7 on-call rotation for telephony environments support
• Help set priorities for tasks relating to the telecommunications environment through in-depth knowledge of scheduled work, contract impacts, client needs, executive direction, etc.
• Assists peers when they are in need of additional technical support or information to perform their duties
• Coordination of service contracts related to the operation of telephony environments with multiple vendors such as TELUS/Bell/Cisco, etc.
• Technology Consultation and Business Analysis
• Technology Support, Design and Implementation
• Inventory and Billing Support

Minimum Qualifications

• Diploma in telecommunications or computing program or equivalent experience
• ITIL Foundation certification
• Five years working in a technical telecommunications role within a larger organization
• Expert knowledge of the Cisco Unified Communications platform
• Working knowledge of Call Centers and their related programming
• Working knowledge of office software and diagramming tools
• Expert level of consulting experience working with end users to implement telephony service to meet their business needs

Preferred Qualifications

• Ability to establish and maintain effective work relationships with all levels of personnel (both internally and externally)
• Experienced designer of telephone service packages and the ability to translate technical terms into natural language
• Ability to translate business requirements into call workflows and service to achieve the optimum advantage for the units business practices
• Project management experience associated with the deployment of telecommunication services and systems
• Strong analytical, reasoning, and organizational skills

Application Instructions:

Please submit your cover letter and resume as one PDF.