Telecommunications Specialist (IT Operations)

Ritchie Bros.


Telecommunications Specialist (IT Operations) – (220000Q1)

Description

A growing global company. Endless career and development opportunities.
When you join Ritchie Bros., you’ll be part of a diverse, global team that’s focused on delivering great customer experiences. Our culture is centered around people and guided by our core values of Integrity, Unity and Vision. Learn more about our culture and commitment to diversity and inclusion at Candidate Portal.
If you have an entrepreneurial spirit and are passionate about making a difference, we invite you to join our growing team. Whether you’re out in the field or back at your office, you’ll be helping us achieve our vision of becoming the trusted global marketplace for insights, services and transaction solutions for commercial assets.
Ritchie Bros. IT Operations team is looking for an experienced, dynamic professional to take on the role of IT Operations Analyst. This position will report to our Supervisor, IT Operations and will be based in our global headquarters located in south Burnaby, BC.
The Opportunity:

As a member of the IT Operations team, the IT Operations Analyst will support the existing Avaya enterprise on-prem telephony infrastructure and participate in the upcoming Cloud PBX migration initiative. The UCC Analyst will work with our team to analyze and solve problems, understand our requirements and objectives, liaise with the 3rd party solution and support vendors, adopt best practices and deliver documented solutions.

In this role you’ll:
  • Serve as a member of IT Operations support team, responding to incidents and service requests from email and tickets submitted from internal users via Service-Now ticketing system.
  • Perform daily administration and support of moves, adds, and changes (MACs) specific to end user voice and call center systems.
  • Act as the technical lead for upcoming enterprise voice migration from on-prem to cloud subscription.
  • Assist and interact directly with other teams to improve and implement new call center functionalities/technologies, including testing, validation, training and resolution of issues.
  • Assist Executives with their meeting broadcasting/conferences needs using MS Teams.
  • Set up, configure, test, maintain, monitor, and troubleshoot teleconferencing equipment, multimedia devices, cameras, televisions, monitors, and other presentation equipment.
  • Perform changes or upgrades to voice systems, hardware components and software configurations following accepted IT change management policies and procedures.
  • Diagnose system errors and work with our network team and support partner to provide solutions and fixes.
  • Perform service order administration and management of carrier services, monthly billing reviews, and internal cost allocation.
  • Maintain internal Telecommunications procedures and documentation to reflect additions and changes to system hardware, software, and network configurations.
  • Travel, when required, for deployment, training, or end user support needs.
  • NICE TO HAVE: Recent experience in performing voice system migration from legacy on-prem to cloud system
  • Actively support the RB Unreserved Commitment to Safety: to send everyone home, every day, the way they came to work, by taking personal responsibility for your safety and safety of your team, co-workers and customers.
Here’s what you bring:
  • At least 3 years of working experience in managing enterprise voice systems and contact center applications/ technologies hosted on-prem and on the cloud
  • Strong working knowledge and experience in managing AVAYA Aura telephony platform (Communication Manager. Session Manager, Session Border Controller, Avaya Aura Messaging, etc.)
  • Demonstrated understanding and experience working with structured dial plans, call handlers, route patterns, PSTN providers (digital and SIP based).
  • Good knowledge and/or experience in administering and supporting Cloud PBX solutions with MS Teams call interface
  • Extensive end user support experience with Microsoft Teams meetings and Teams Live events.
  • Good knowledge and understanding with contact center technologies such as IVR, speech recognition/chat bots, virtual queuing and auto dialer
This job will require:
  • Ability to present ideas and respond to users in professional, business-friendly and user-friendly language and manner.
  • Strong written, oral, and interpersonal communication skills.
  • Strong technical background and customer-service orientation.
  • Highly self-motivated and self-directed.
  • Experience working in a team-oriented, collaborative environment.
  • Possess technical skills required to assist users in troubleshooting issues.
  • Proven ability to apply technology solutions to business problems.
  • Proven track record of taking initiative and driving tasks to completion with little supervision.
  • Be willing to work flexible hours, if required, during deadline driven deployments.
  • AVAYA Aura telephony platform system administration and technical level programming skills
  • Unified Communication and Collaboration (Voice, Chat, Messaging, Meeting/Conferencing) – Microsoft Teams
  • Microsoft Teams Room (MTR) systems administration and management
  • Good knowledge in voice & data networking in an enterprise environment
  • Call Center technology and functionalities
What We Offer:
Our success is built on the drive and dedication of our people. As we grow around the globe, there will be many opportunities to advance your career – we’ve proven this throughout our 60+ years in business. And, we’ll take care of you along the way. Here’s how:
  • Base salary + paid overtime
  • Comprehensive medical and dental benefits.
  • RRSP / Pension plan and an Employee Share Plan, both with company match.
  • Ongoing training, professional development and tuition reimbursement.
  • A multi-award-winning LEED gold-certified facility, in an exceptional park-like setting, featuring:
    • A subsidized, multi-award-winning childcare centre.
    • A subsidized cafeteria, dry cleaning services, and free parking.
    • A workout facility, featuring advanced gym equipment, bike room, shower and changing facilities, and nutrition and fitness programs.
    • Proximity to miles of Fraser River walking paths, plus shops, restaurants and services.

Ritchie Bros. has grown from a small-town auctioneer to a global asset management and disposition company. Through our family of companies, we help our customers buy and sell a wide range of used and unused equipment for construction, mining, transportation, agriculture, oil & gas, lifting & material handling, forestry & other industries.

Ritchie Bros. is an equal opportunity employer and ensures nondiscrimination in all activities in accordance with all applicable laws. This position is open to all qualified applicants who are legally entitled to work in the country in which this job is located. Candidate selection is made by Talent Acquisition. Only electronic applications can be accepted. No agency calls, please.

If you require any accommodation, please send an email to: [email protected].

Primary Location: CA-BC-Burnaby

Work Locations: Burnaby 9500 Glenlyon Parkway Burnaby V5J 0C6

Job: Information Technology

Job Posting: Oct 19, 2022, 11:22:57 AM

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