Technical Support Specialist (Senior) – Telecommunications
Classification & Regular Hours
Hours per Week: 35
Salary Grade: 15
The base salary will be $70,560 - $100,680 per annum. Starting salary will be aligned with the successful candidate’s experience, skills, and demonstrated qualifications.
Please note, this is a 1-year temporary full-time contract opportunity.
Secondments are Welcome
Click here for more details on secondment opportunities.
About Western
Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth. We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference.
About Us
Western Technology Services (WTS) is a central source committed to providing high-quality, cost-effective technology solutions and services to the campus community in support of the teaching and research missions of the University. WTS works collaboratively with other IT groups within Western’s faculties and support units to leverage centrally supported technology solutions and services where it makes sense.
The WTS Services & Application Support Team is responsible for providing a broad range of 1st and 2nd level technical support for all WTS services and applications available to Western faculty, staff and students.
Responsibilities
The Technical Support Specialist (Senior) – Telecommunications is a key member of the Services & Application Support Team. The Senior specialist is the campus wide expert on all items related to Western’s telecommunications client-facing services. The role is responsible for coordinating support and documentation for current telecommunications systems, associated services and applications, in collaboration with WTS staff involved in support of the telecommunications services at Western. The role ensures that faculty and staff have the required documentation, training and support and that these systems, services and applications support the business processes of the university community.
The role manages projects for current front-facing telecommunications systems, associated services and applications, ensuring that these systems are well-designed and meet the needs of the customers involved. The specialist is also responsible for the administration of critical, campus-wide telecommunication applications and services including Voicemail, Call Manager, Call Centres, Web Conferencing, Interactive Voice Response system, and Western’s Mobility service.
The role acts as liaison between WTS and the campus’s Telephone Service Provider to address billing issues and troubleshoot and resolve any service-related issues on and off campus. The specialist also has responsibility for the daily operations of the University switchboard including hiring, scheduling and supervision of its student staff.
Qualifications
Education:
- College Diploma in an information technology field or a university degree with a minor in an information technology field
- Certificate in Project Management (or working towards designation) preferred
Experience:
- 5 years experience in telecommunications systems technical support
- 5 years experience in customer service
- 2 years experience in Project management
- Previous technical support experience with Western’s current telecommunications systems preferred
- Previous technical support experience with other WTS services and applications preferred
Knowledge, Skills & Abilities:
- Ability to work independently and collaboratively in a team environment
- Seeks and shares relevant information, opinions, and judgments
- Critical thinking and discernment to assess and scope areas for improvement and an ability to offer creative solutions
- Applies new knowledge and skills to practical use on the job; furthers learning through experience in practicing new approaches and behaviors
- Strong customer service skills to handle inquiries and resolve issues in a professional and timely manner
- Ability to understand customer needs and expectations and provide excellent customer service directly and indirectly to satisfy those expectations
- Ability and willingness to stay abreast of technological developments in telecommunications
- General knowledge of computer system administration, including computer networks, operating systems, and application software
- Ability and willingness to stay abreast of technological development and adapt efficiently to emerging priorities
- Demonstrated oral and written communication skills to effectively interact with technical and non-technical users from internal contacts up to senior management
- Ability to write clear, concise procedural documentation
- Able to build and maintain lasting relationships with other departments and key business partners
- Ability to perform duties in a professional and courteous manner and produce high quality work while meeting deadlines
- Ability to handle diverse situations, projects and rapidly changing priorities
- Strong project management skills
- Proven ability to take initiative and champion a project from conception through implementation and evaluation
Western Values Diversity
The University invites applications from all qualified individuals. Western is committed to employment equity and diversity in the workplace and welcomes applications from women, members of racialized groups/visible minorities, Indigenous persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression.
Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please contact Human Resources or phone 519-661-2194.
Please Note:
This position is an existing vacancy. This position is fully in-person, on-site. We thank all applicants for their interest; however, only those chosen for an interview will be contacted.
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