Title : Voice & Network Specialist

Employee Working Location : Remote (Canada)

Employment Status : Temporary Full-time (11 Months)

Salary Band : $ 70,000 - $ 75,000 / year

The Canadian Red Cross (CRC) - an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada's Best Employers 2024, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

In this role, you will :

• Support network and telecommunications infrastructure and its associated software, including PBXs, VOIP, SIP, call management systems, voice mail, video conferencing systems and unified communication integrations.
• Configure, test, maintain, monitor, and troubleshoot end user telecommunications hardware, telephony devices, video conference and voice/data hardware products.
• Receive, prioritize, and respond to incoming calls, tickets, and/or e-mails regarding equipment, connectivity, integration, or performance problems.
• Perform on-site analysis, diagnosis, and resolution of complex telecommunications problems for a variety of end users, recommend and implement corrective solutions.
• Accurately document instances of software or hardware failure, repair, installation, and removal, and other work requests.
• Work with the Canadian Red Cross national finance team to ensure changes that result in billing or account changes are accurately tracked and documented in the asset management system.
• Monitor and test IP connectivity for VOIP, SIP and video conference systems to ensure continuous, uninterrupted operation.
• Generate telecommunications usage and inventory reports as required.
• Liaise with, and provide training and support to, end users and staff on equipment operation and other issues.
• Work with the Tech Modernization Team to support a transition to Teams Phone and cloud faxing solutions nationally.

What we are looking for :

• Completion of a post-secondary diploma, 7+ years of job-related experience, including at least 5 years of experience in a role specifically focused on IT Network and Telecommunication.
• Working technical knowledge of Mitel telecom equipment, SIP technologies and their integration with unified communications solutions such as Microsoft Teams.
• Working technical knowledge of PBX, voice mail, interactive voice services, call management systems, VOIP, SIP, video conferencing, unified communications.
• Working technical knowledge of the underlying network technologies required for reliable IP voice communication, specifically switching, routing, QoS, firewalls, operating systems, etc.
• In-depth knowledge and experience with TCP/IP, SIP, QoS, IPSec tunneling, RADIUS, AD, DNS and DHCP.
• Advanced knowledge of LAN, WAN, WLAN and troubleshooting of routing and switching protocols (BGP, OSPF, EIGRP and MPLS).
• Expert knowledge in diagnosing complex network performance issues and working with Network Monitoring systems, Wireshark, IPERF, NETFLOW, IP SLA and other network troubleshooting/performance benchmarking techniques.
• Strong hands-on knowledge of the installation, implementation, and maintenance of telecommunications equipment, video teleconferencing equipment, and voice/data equipment, including VOIP, SIP and unified communications.
• Hands-on experience designing, installing, and troubleshooting cabling and wiring systems.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong interpersonal skills, oral communication skills, and proven analytical and problem-solving abilities.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Working Conditions :

• Participate on a rotating on-call schedule.
• Travel when needed.
• Occasional inspection of cables and wiring in floors and ceilings.
• Lifting and transporting of moderately heavy objects, such as telecommunications equipment and peripherals.
• Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.
• If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).

#RegularRecruitment

Salary Band:
70,000 - 75,000