JOB LOCATION : CANADAROLE PURPOSE :
The Telecommunications Support Analyst is responsible for ensuring the ongoing 24 / 7 operations of the telecommunication systems by providing the most effective service.
Duties include monitoring systems, providing timely responses to queries and alarms and working with vendors to effectively support Tangerine environments and to proactively make recommendations for systems enhancements and performance.
This role also creates and maintains documentation for call flows, procedures, systems configuration and all communication line details.
The Telecom Support Analyst will report directly to the Senior Manager Telecommunication and Contact Center.
ROLE ACCOUNTABILITIES :
Administer and respond to inquiries
Administer Telecommunication system performance, switch capacities and utilization through planning, monitoring and tuning and make the senior aware of any issues or concerns
Ensure systems are being backed up and valid; 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
Provide timely response to queries, ARQ™s and Helpdesk tickets and report / escalate issues relating to the Telephony infrastructure to senior and management if these are high priority
Prepare, evaluate or facilitate training to general and co-op staff on telecommunication systems
Provide support for IT Development initiatives in matters relating to telecommunications
Maintain vendor relationships to effectively support Tangerine environments and proactively make recommendations for systems enhancements and performance
Assist in the planning and implementation stages of relevant telecommunication projects
MINIMUM QUALIFICATIONS : Education / Experience
Education / Experience
University or College Degree or equivalent experience
2+ years of Telecommunications and Telephony systems experience
Understanding of the importance of process discipline to production operations
Sound understanding of banking / financial systems
Basic knowledge of computer application processing and operating computer hardware
Proficient troubleshooting and problem-solving skills
Competent in telecommunication technology :
Voice over IP
Programming and administration
Call detail reporting (Avotus)
Work force management system
Phone punch downs moves adds and deletes
Sound knowledge of technologies (Avaya considered an asset)
Good interpersonal skills to deal with users at various levels in the organization
Good written and verbal communication skills
WORKING CONDITIONS :
The Telecom 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. HR HEAD
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