Telephony Analyst at Alliance Search partners
Toronto, ON M5J 2S1
About the Job
Job Title: IT - Technical Analyst - Intermediate
Job Description: Role Title: Telephony Analyst - Intermediate
Line of Business: End User Services
Target Start Date: Jan 6, 2020
Number of Positions: 1
Duration: 12 months from start date
Work Location: Toronto, 483 Bay St
Job Responsibilities:
• Morning health-check, system and performance check
• Follow-up on previous day or evening requests, incidents, etc.
• Check queue for new tickets, tasks, etc.
• Follow-up on any escalation requests
• Attend any OPS major severity discussions in the morning
• Do warm transfer hand-off of any requests, changes, etc., to either on-call or off-shore support
• Ensure policies and standards are adhered to throughout the life cycle of the product or service and conduct routine vendor operational governance management
What Project Will the Contractor Be Working On: This role will be supporting the daily operational tasks within this team
Who Will the Contractor Be Working with on a Daily Basis: They will be working with internal technology partners, end-users, and 3rd-party vendors as required
Must-Have Skills/Experience:
• 4+ years of experience in a telephony focused role
• Understanding of VOIP, Quality of Service (QOS), and other voice requirements
Nice to Have:
• Nortel Experience – Avaya along with Genband knowledge
• SIP/SIP-T and PSTN Technology
• Telecom knowledge (Gateways, Trunks, Circuits-Links, etc.)
• Newer softphone technologies such as Cisco Jabber, Integration with Headsets, Skype, and Microsoft Teams
• CCNA or CCNP certification
• Any certification related to voice support systems or enterprise system support
Soft Skills:
• Excellent verbal and written communication skills
• Problem-solving skills, customer service and interpersonal skills
• Ability to work independently and manage one’s time
Job Description: Role Title: Telephony Analyst - Intermediate
Line of Business: End User Services
Target Start Date: Jan 6, 2020
Number of Positions: 1
Duration: 12 months from start date
Work Location: Toronto, 483 Bay St
Job Responsibilities:
• Morning health-check, system and performance check
• Follow-up on previous day or evening requests, incidents, etc.
• Check queue for new tickets, tasks, etc.
• Follow-up on any escalation requests
• Attend any OPS major severity discussions in the morning
• Do warm transfer hand-off of any requests, changes, etc., to either on-call or off-shore support
• Ensure policies and standards are adhered to throughout the life cycle of the product or service and conduct routine vendor operational governance management
What Project Will the Contractor Be Working On: This role will be supporting the daily operational tasks within this team
Who Will the Contractor Be Working with on a Daily Basis: They will be working with internal technology partners, end-users, and 3rd-party vendors as required
Must-Have Skills/Experience:
• 4+ years of experience in a telephony focused role
• Understanding of VOIP, Quality of Service (QOS), and other voice requirements
Nice to Have:
• Nortel Experience – Avaya along with Genband knowledge
• SIP/SIP-T and PSTN Technology
• Telecom knowledge (Gateways, Trunks, Circuits-Links, etc.)
• Newer softphone technologies such as Cisco Jabber, Integration with Headsets, Skype, and Microsoft Teams
• CCNA or CCNP certification
• Any certification related to voice support systems or enterprise system support
Soft Skills:
• Excellent verbal and written communication skills
• Problem-solving skills, customer service and interpersonal skills
• Ability to work independently and manage one’s time
Salary
$55.00 - $56.00 /hour