Analyst III, Networking (Collaboration/Voice)

University of Guelph • Guelph, ON

1d • Onsite

About The Position

Computing and Communications Services (CCS) is the central IT department at the University of Guelph, providing core IT services and technology solutions to the U of G community. CCS has a progressive organizational culture, including a strong learning and development focus, and is committed to its Core Values: Service Culture, Integrity, Individual Leadership, Teamwork, Agility, and Communication.

Requirements

• A University degree in computer science or a related field along with 5-7 years work experience in a similar role preferably within an academic environment or an equivalent combination of education and experience.
• Proficient with maintaining and upgrading Cisco collaboration products including Call Manager (CUCM/IM&P), Unity Connection, Contact Center (UCCx), WebEx, Jabber, Mobile Remote Access (Expressway), PSTN gateways, analog gateways. Experience working with other vendors can be considered ex. Avaya.
• Proficient with intermediate computing and network troubleshooting steps including isolating source issue using DNS, DHCP, user authentication issues vs device configuration, switch vs device issues, etc.
• Proven ability to work effectively both independently and within a team, exhibiting excellent oral and communications skills.
• Demonstrate ability to develop and document standard operating procedures (SOP’s).
• Exceptional customer service skills and positive attitude combined with a high level of diplomacy and professionalism with the ability to work in a changing environment.
• Proficient with: Virtualized environments, i.e. ESXi
• Proficient with: Directory technologies and tools, i.e. Active Directory, LDAP, Azure AD
• Proficient with: Cisco WebEx (Meetings, Events & Training)
• Proficient with: Microsoft Azure & Teams (Calling)
• Proficient with: Scripting and/or programming

Nice To Haves

• CCNA, CCNP focused on collaboration would be an asset.

Responsibilities

• Reporting to the Manager, Network Infrastructure the Network Analyst will be an integral part of a team of other analysts, providing consistent and high-quality support to the telephony network environment.
• Assess the needs of clients and provide recommendations to formulate design; develop custom scripts and deploy effective call distribution and/or processing solutions in the UCCX environment.
• Evaluate the performance and capacity of telephony systems providing recommended improvements and implementation of modifications.
• Monitor interactions between telephone systems and external PRI/trunks and alarm circuits.
• Conduct training sessions for on-campus users and creating procedural documents for clients and internal use.
• Shared responsibility of collaboration technologies, including the operation and optimization of a Cisco Jabber softphone solution.
• Provide second level support for telephony and user issues that are escalated from the CCS Help Centre.
• Provide project coordination, telephony service documentation (web content & documents), development and documentation of Standard Operating Procedures.
• Ensure accuracy of telecommunication databases and spreadsheets and preparing purchasing orders for telephony equipment and maintenance renewals.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level