Cisco IP Telephony Level- 2 Network Technician

Cisco IP Telephony Level-2 Network Technician

CNI is a National Service Vendor & Strategic Partner to all major telecommunications carriers and equipment manufactures across Canada. We are currently recruiting a well-rounded individual who possesses a strong understanding in the area of IP Telephony Level-2 Network Technician. The suited technician will represent CNI’s client exclusively as a dedicated technician on site but may also support remote locations for the end customer from a main facility located in Burlington Ontario. A bilingual speaking candidate is preferred (English/ French) but not a requirement.

With a focus on daily support primarily on Cisco Call Manager and applications and some basic knowledge on Nortel Legacy. The potential candidate should possess skills in the following two disciplines.

• Service Request Management
• Incident/Problem Management

Service Request Management

Incident/Problem Management

Install Set

Basic software problem resolution

Install VM Box

Complex Software Problem resolution

Move a set

Work with Clients remote resources to facilitate problem resolution

Program a set/trunk

Basic Hardware replacement

Build a voicemail tree

Provide any customer based system reports as required

Activate Data Ports

Complex Hardware Replacement

Patch Data Ports

Provide status updates ongoing problems/incidents

Configure VLANs

Manage TELCO repairs for Cx

Install a New Switch(HW only)

Configure a new switch

Load a configuration

Patch a device

Design a Network/VLAN

Install an AP

Wireless Survey

Update customer records

Maintain Cx Owned Parts

Install Software Patches

Major Hardware and Software Updates

Attend Customer Meetings(Project Related)

Advise the Cx on change mgt

Advise CX on FMO related to Telecom/IT infrastructure

Some more detailed descriptions are provided below that correspond to the above two disciplines.

• Open, Update, Close & Report Trouble tickets.
• Utilize swivel chair between end customer tickets from Service NOW to client systems and provide problem resolution support
• Repair and testing of all reported issues
• Technician to respond to tickets assigned by providing technical support
• Technician to track and maintain major trouble tickets (Validate tickets entered and track monthly effort)
• Long Distance – Authorization Codes Reconciliation Report.
• Reference the internal revenue assurance report of users, using the Long-Distance codes.
• Technician to review and report any discrepancies and correct when required.
• Cisco/ Maintenance & Renewal
• Technician to receive updated contract details pertaining to renewals and expires to understand which equipment are deemed in warranty vs out of terms. Network
• Technician to assist IT prime on installation and testing of network equipment
• cabling done by contractors for new installations and terminations
• Work hand in hand with IT administration to the LAN, WLAN, Firewall
• Proactively monitor advisories (from Client, Cisco or other 3rd party vendors) to help protect the network from vulnerabilities.
• Management & SLA / Escalation Procedures
• Facilitate and escalate problem resolution with Tier 2/3 support from Client & manufacturer as required based on the end customer’s maintenance contracts.
• Follow the agreed upon contractual SLA/SLOs
• Follow the agreed upon escalation procedures
• Take part of new projects, attend conference calls & meetings, led by client or Project Management.
• Technician will utilize the OEM technical support website to review equipment’s end of life timeframes (offered through Cisco’s website)
• Technician will contact client for support in receiving the device lifecycle reporting for additional information.
• Technician is to report expired equipment tickets as end customer billable until.
• Perform major hardware and software upgrades as part of a project that are not included as MAC activities.
• Technicians reporting manger to pull monthly reporting on MACDs
• Project MACs Report – CAN IDs
• Client to send reports automatically on a monthly basis to the technician on all sales and MAC requests.
• Technician to submit Moves, Adds and Changes (MAC) requests
• Fail Over Testing Report
• Technician to track & schedule all failover testing for all sites a minimal of twice a year.
• Technician to track and maintain an active site and services spreadsheet (including, account numbers, project numbers, service addresses, site number and BTN).
• 24/7 client service desk is only applicable to service address listed part of VITIL Care service.
• Technician to utilize site contacts to maintain updated list of all equipment and employee count at each site.
• Inventory Control
• Technician to track and update all employee (onboarding and departures) sites that are managed vs Non-Managed, VOIP vs Non VOIP
• Technician to keep an active list of all Toll-Free numbers and their locations
• Technician to maintain a detailed data sheets for each location which can be easily outputted for auditing purpose.
• Inform the client and end customer if additional equipment is required
• Technician to reconcile on a monthly basis with site contacts, all inventory matches master inventory spreadsheet and keep an active list of all equipment related details (serial numbers, IP address etc.)
• Technician to maintain up to date process guide on roles and responsibilities.
• Setting Up Cisco phone for end customer users
• How-To Open a ticket in MyIS using the web page.
• How to Guide – Setup Polycom Trio 8800 for end customer, Cisco UCM
• Differentiation in managed and unmanaged sites and which are in scope
• Add/ Delete – end customer Long Distance PIN Codes
• Employees and Extensions at each site
• Escalation Process
• Submitting in orders and for Site termination
• Instructions for Configuring Cisco 7925
• Cisco How to Guide
• How to Reset Voicemail PIN on Cisco Phones
• Configuring & Setup of Cisco UC Integration (CUCI-Lync) client
• How to Install CUCI-Lync – Cisco UC Integration with Lync, v11.6
• Using CUCI-Lync
• Enhancement/Improvement recommendations

Leading our industry in quality, service and team appreciation for over 21 years, CNI is an equal opportunity employer and provides its staff with a fully respectful work environment. If you are interested in applying, please respond online with Indeed.

Thank you for your career interest with CNI.

Job Type: Full-time

Salary: $35.00-$45.00 per hour

Benefits:

• Extended health care
• Paid time off

Schedule:

• 8 hour shift

Application question(s):

• Candidates should be local and in the general work area

Education:

• Bachelor’s Degree (preferred)