Voice & Collaboration Systems Analyst - Jobs in Victoria, BC

Job Description

POSITION TITLE: Voice & Collaboration Systems AnalystLOCATION: Flexible (Victoria, Vancouver, Toronto, Montreal)COMPENSATION: Negotiable (depending on experience)REPORTS TO: Service Desk ManagerSUMMARY: Voice & Collaboration Systems Analysts work within practiced team environments providing support of customerinfrastructure and technology.Charter, a highly respected and value driven VAR, delivers voice and collaboration solutions as well asmany other technology verticals including routing and switching, data center, cloud, wireless and security.Partnering with several industry leading vendors, Charter solutions are diverse, flexible and deliverbusiness outcomes. The Voice Engineer will participate in a wide variety of activities, providing thecandidate with opportunity for a high growth career and personal enrichment.SKILLS OVERVIEW: The role is focused on Cisco Voice and Collaboration technologies. Candidates must come with abackground well versed in this area, showing competent skills in design, deployment and support in thefollowing:

• Call routing and Control (Cisco UCM)
• PSTN Voice Gateways (SIP, H.323, Analog)
• Voicemail and Auto Attendant Call Handling
• IP Phones
• Quality of Service

In addition to the above, preference may be given to candidates that show skill and experience in adjacentareas, including:

• Cisco WebEx and Jabber
• Contact Center – ACD Scripting and Flows
• Room based video systems
• Voice Paging, Recording, E911 location services

Charter partners with a number of top technology vendors, including Cisco Systems, Juniper, Extreme,NetApp, Microsoft/Azure and others. We require engineers with planning, design and hands onexperience in the following areas and vendors. The candidate should come with a strong ability to learnand adapt quickly to as many as possible:

• Unified Communications (Voice) – Cisco, Webex, Microsoft Teams/Skype
• Cloud – O365, Active Directory, Azure, Skype for Business/Teams
• Routing and Switching – Cisco Catalyst/ISR, Juniper EX/MX/SRX, Meraki
• Perimeter Security Firewalls – Cisco ASA, Juniper SRX, Meraki, Palo Alto
• Wireless – Cisco, Meraki, Juniper MIST, AeroHive
• Data Center – Cisco UCS, NetApp, Veeam, Vmware
• Management Platforms – Cisco Prime, Juniper Space, SKY ATP
• Automation – Powershell, Ansible, Puppet, Python

In addition to the above, the candidates should highlight any additional relevant technical skills that maybe applicable to the Charter business.*RESPONSIBILITIES & ACCOUNTABILITIES: **TEAMWORK*

• Work cooperatively within a team to provide support to Charter customers.
• Attend team huddles and be an active participant team planning activities.
• Bring subject matter expertise and leadership in the area of Voice support.
• Use provided workflow tools to reflect the current status of tickets, tasks, effort/labour etc.
• Identify areas to create, improve and maintain Charter intellectual property in the form of

configuration templates, testing guides and other tools that assist in allowing Charter to beefficient and support with high quality.

• Work collaboratively within the broader engineering team (pre-sales, architecture, project

delivery) to bring your skills to bear where and when they are required.SUPPORT DESK

• Provides timely delivery of customer communications regarding troubleshooting and restoration

of services.

• Tier 2 Remote Support & incident resolution
• Develops, maintains, and continually improves standardized work practices.
• Work with Aligned vendors for Tier 3 Support
• Assist in establishing governance, process and identify efficiencies.
• Providing reports and activity updates to Team Lead / Supervisor

CULTURE BUILDING AND PROFESSIONAL DEVELOPMENT

• Engage deeply within the Charter company as a whole, becoming active in the company

community and culture.

• Attend company town halls and events, focused on bringing people together and aligning to a

single vision. Participate actively when appropriate.

• Use available social and collaboration tools to engage broadly with the company in a positive

and constructive manner.

• Provide mentorship to others in areas of subject matter expertise and personal growth and

management.

• Recognize Charter company values and strive to apply them to your position and personal

relationship with individuals and the company itself.

• Explore and seize opportunities for growth that benefit both yourself and Charter, aligning

with the overall vision.

• Engage strongly in professional development activities with your mentors, reporting manager

and HR to ensure growth, fulfillment and overall success for all parties.*QUALIFICATIONS AND EXPERIENCE: *

• 5+ year’s previous hands-on technical experience with one or more technologies and vendors

listed in the Skills section (previous).

• Proven experience providing technical design, deployment and support of Cisco based Voice

systems including: Unified Communications Manager, Unified Messaging, IP Phones (variousmodels), ISR based voice gateways and others.

• Optional experience deploying and supporting Cisco Webex, Webex Teams and Telepresence

Room Kits (video systems) an asset.

• Demonstrated understanding and experience working with structured dial plans, call handlers,

route patterns, PSTN providers (digital and SIP based).

• Some additional consideration and preference will be given to candidates that have skills in

following areas:

• Server and System Administration including Microsoft Active Directory, O365, Azure

storage.

• Microsoft Skype for Business/Teams.
• Demonstrated ability to obtain and hold industry certifications such as CCNA or CCNP. Current

certifications are not mandatory, but it is expected the candidate will obtain what is necessaryas part of professional development.ESSENTIAL SKILLS:

• Excellent written and oral communication skills, and able to read and write in English in a

professional manner.

• Ability to create technical documentation, both written and diagrammatical using tools such as

Word, Power Point and Visio.

• Strong interpersonal skills; proven team player with ability to deliver outstanding product/service

and build relationships with clients.

• Self-motivated; demonstrated ability to take initiative, effectively prioritize tasks and accomplish

goals with minimal supervision.

• Authorized to work in Canada.

WORKING CONDITIONS & BENEFITS:

• Overtime as required
• Part of on-call rotation
• Minimal Travel – Less than 10%
• Comprehensive benefits package with profit sharing
• Paid sick time

Job Type: Full-timeQuick Apply

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