Telecommunications Coordinator – Network Operations

Salary: $40.25 per hour (Non-Negotiable)

Bargaining Unit: ATU (Amalgamated Transit Union)

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.

We embody our values in everything that we do. We Serve with Passion, Think Forward, and Play as a Team. If you can relate, we want to hear from you!

Metrolinx’s Innovation and Information Technology group supports female team members via “Go Tech Women” an affinity group for women in Information Technology, led by our Chief Information Officer.

If you enjoy technology and innovation, value diversity, appreciate work/balance and are looking for an opportunity to make a better world via public service, Metrolinx would like to hear from you!

Our Product Operations Office is seeking a Telecommunications Coordinator. Under the direction and supervision of the Service Desk Team Lead, End User Computing, the Telecommunication Coordinator will be responsible for the deployment, inventory management, smartphone hardware and user application support for all Smartphones,Tablets and wireless devices inclusive of mobile hubs, SIM cards and related portable devices.

What will I be doing?

• Assess, document, process, and resolve Work Requests (moves, adds, changes, deletions) and Incidents initiated through ITSM tool and/or escalated via Service Desk in accordance with I&IT Request and Incident Management processes.

• Provide ongoing training, support, and coordination with implementing planned and emergency changes to Metrolinx corporate mobile device solutions in accordance with I&IT Change and Problem Management processes

• Contact end users directly for assessment and/or processing of the work requests and coordinate delivery, repair, troubleshooting, upgrades and replacement of mobile hardware/accessories. Provide in-person and/or remote support as necessary.

• Assist Telecom Coordinators by providing information when requested. Maintain compliance in accordance with Metrolinx corporate policies, rules, guidelines and practices.

• Assist and expedite the implementation of planned and/or emergency changes by facilitating and documenting the changes via the I&IT Change Management process, preparing RFC form, scheduling resources of the contracted Service Provider, assessing impact to business groups and preparing Notification of the event for broadcast by the IT Service Desk.

• Optimize customer experience by facilitating the resolution of all reported cellular device functionality incidents and problems through the I.T. Incident and Change Management processes, including generation of and Incident ticket and/or Request for Change (RFC) form.

• Ensuring Metrolinx supported Smartphone applications are fully installed and functional for device deployments, upgrades, and replacements.

• Develop and deliver end-user orientation and training. Provide documentation and resource information to staff with respect to corporate policies, rules, guidelines and practices.

• Coordinates, documents and maintains records of Metrolinx corporate end-user Work Requests, for cellular telecommunications equipment or services move, adds changes and deletions (MACD).

• Comprehensive administration of billings for all telecommunications equipment and services, including cellular devices, telecommunications services and voice circuits.

• Maintains, files and tracks related documents, contracts, licences, permits and billings.

• Conducts competitive analysis of telephony market rates for review by the Telecommunications Teams.

• Verifies, maintains and tracks inventories of deployed telecommunications services and equipment, including spares and consumables.

• Prepares and processes administrative forms, as required, according to Metrolinx purchasing and administrative policies.

• Performs any other approved duties and assignments as be reasonably requested by the IT Service Desk Team Lead or department Supervisor/Manager/Director.

• Collaborates with Corporate Office Services and contracted service providers, to facilitate seamless moves and restoration of IT desktop telephone sets, extensions and fax numbers between office locations, during schedules after-hours office moves of Metrolinx staff.

What skills & qualifications do I need?

• Knowledge of Information Technology – Telecommunications, normally attained through completion of a 3 year College Diploma in Computer Systems Technology with a focus on mobile communication technologies, or a combination of education and experience deemed to be equivalent. Must be able to obtain job-related certifications as required.

• A minimum of five (5)years direct experience in computer communications systems including Mobile Device Management (MDM) tools (e.g. Microsoft Intune, Cisco,Airwatch), Samsung Knox, Apple DEP, Carrier portals for self service management (e.g. Rogers, Bell). and mobile device administration, support, and asset management.

• Knowledge and Certification in Information Technology with specialization in Wireless Telecommunications Technologies, normally attained through completion of a College Diploma in Telephony/Networking/Wireless Telecommunications Systems

• Advanced knowledge and direct involvement in managing Mobile Device Management (MDM) tools (e.g. Microsoft Intune, Cisco,Airwatch), Samsung Knox, Apple DEP, Carrier portals for self service management (e.g. Rogers, Bell).

• Knowledge and experience with cloud-based Telecommunications Expense Management Software.

• Experience with IT Systems Change, Request, Incident, Problem, and Asset management process and execution.

• Experience with Enterprise ITSM tools (e.g. Service Now).

• Strong demonstrated knowledge of MS Word and MS Excel.

• Demonstrated experience creating process, rules, and guidelines documentation in accordance with best practice standards.

• Excellent analytical and organizational skills; Excellent oral and written communications skills with a customer-oriented focus; knowledge of legislation and codes affecting the public, employees, contractors and facilities in terms of health, safety and the environment.

Note: Normal office environment. be required to travel to off-site locations. Occasional moderate lifting be required.

Accommodation:

Accommodation will be provided throughout the hiring process, as required. Applicants must make their needs known in advance.

Application Process:

All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check be required of the successful candidate. Should it be determined that any background information provided be misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.

Metrolinx employees are required to be fully vaccinated against COVID-19 in accordance with Metrolinx’s Mandatory COVID-19 Vaccination Policy as a condition of being eligible for the recruitment process. Proof of COVID-19 vaccination will be required. If you are not able to obtain COVID-19 vaccination for a reason related to a protected ground of discrimination under applicable human rights legislation, you can request accommodation from Metrolinx.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

AN EQUAL OPPORTUNITY EMPLOYER

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