Telecommunications Technician

Toronto Community Housing

Toronto Community Housing is the largest social housing provider in Canada, providing housing to over 164,000 families, seniors, singles and special needs tenants. We are committed to healthy communities, equity and a strong learning culture. Our commitment is to build on the strength of our organization - our tenants and staff - to create good places to live and to work. The portfolio includes more than 57,500 units of housing in over 2,800 buildings and houses across the city of Toronto.

Telecommunications Technician

File#:	TCHC#09ITE11
Salary:	$25.01 - $ 29.14
Location:	365 Bloor Street East
Division:	Finance
Class:	CUPE Local 79
Unit:	Information & Technology Services
Hours:	35 hours/week
Positions Available:	1

The Information & Technology Services Unit provides telephone services (support, service and acquisition) to all TCHC employees (our clients). The support service handles client's service requests and operates during regular office hours spanning a 9-hour period.

This position provides 1st level telecom support and provides service delivery of desk phones, voice mail, cell phones, blackberries and any other telephone technologies that may arise in the future.

Responsibilities:

• Supports all aspects of the operation for TCHC's telephone systems (desk phones, voice mail, BlackBerries, cell phones and UC system) ranging from physical set up to database administration and inventory control

• Logs client's inquiries, reports problems, provides answers and gives technical advice regarding voice telecommunication issues

• Functions as a support and/or back-up to other co-workers for telecommunications software management (i.e. Station CM, Voice Mail, BlackBerry Enterprise Server, Avaya Call Manager and Modular Messaging System, etc.)

• Calculates and distributes monthly charge-backs to business units

• Liaises with vendors to provide support and purchase services/equipment

• Prepares and recommends cost/benefit analysis of equipment and services

• Prepares activity reports

• Maintains records of telephone line and equipment inventories

• Reviews requests for telephone services with clients

• Coordinates with contractors as required

• Prepares and issues scheduled work orders with vendors and ensures installations meet regulatory standards

• Consults with the Telecom Planner or vendors in problem solving as required

• Performs other duties as assigned

Qualifications:

• Experience providing customer services in a telecommunications support role with a medium to large sized organization

• Demonstrated analytical skills to diagnose and solve telecommunication problems

• Familiar with VOIP concepts and terminology

• Demonstrated knowledge of integrated network voicemail systems for the purposes of administration (additions, changes and deletions)

• Strong interpersonal and conflict resolution skills, sensitivity and tact to address clients issues and to liaise with all levels of staff

• Strong communication skills to clearly and effectively correspond with customers and vendors

• Demonstrated knowledge of computer software and the ability to use standard applications software such as Microsoft Offices, namely Excel and MS Access in order to calculate and distribute phone charges to all other TCHC business units

• Demonstrated knowledge and ability to use Telecom specific applications such as Station CM, BlackBerry Enterprise Server, Modular Messaging, Avaya Call Manager and Octel Voice Mail

• Good oral and written communication skills to asses and resolve problems which clients reports of equipment or software failure

• Ability to work in a respectful manner with a diverse community of clients, co-workers and external contractors

• Demonstrated ability to work effectively as part of a team

• A degree or diploma in Computer Science, Telecommunications or a relevant discipline would be an asset

Toronto Community Housing is committed to equity in employment. Our goal is a diverse, inclusive workforce that reflects the communities we serve. We strongly encourage applications from women and men, people from racialized communities, sexual minorities, persons with disabilities and aboriginal persons.

Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to human.resources@torontohousing.ca.

We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.

Applications must be received by February 17, 2010 at:

Human Resources Division
Toronto Community Housing Corporation
931 Yonge Street 4th Floor
Toronto, Ontario M4W 2H2
Fax: (416) 981-4260
E-mail: Human.Resources@torontohousing.ca

Posting Date: February 3, 2010