Telephony Support jobs

Senior VoIP Support Specialist

TotalComm stands as a leader in managed technology across Canada, offering a spectrum of solutions to a diverse clientele since 1996. Our growth is propelled by our dedicated team, renowned for their personal approach and commitment to excellence. As we continue to solidify and extend our market presence, we invite professionals who value solution-oriented and personalized engagement to join our team. Our objective is to broaden our reach and sustain exceptional support for our current customers and expanding our customer base.

Our portfolio includes business telephone systems, nurse call solutions, voice & internet connectivity, structured cabling, security solutions, paging solutions, sound masking, and mass notification solutions. With team members throughout Canada and serving business customers from coast to coast, we are expanding..

Job Focus

• Provide a high level of customer support for users regarding applications, IT hardware, VoIP phones and other related helpdesk functions
• Provide support for customer requests, analyze problems and escalate issues when necessary
• Communicate technical information to nontechnical users
• On call rotation required for afterhours emergency support
• Troubleshoot LAN/WAN and connectivity issues
• Using our ConnectWise Ticketing System, enter, time, details of work performed and resolution steps immediately after completing each intervention.
• Interact effectively with the client during service interventions and maintain the highest degree of customer satisfaction.
• Deploy, install and manage computers/servers and VoIP Devices in accordance with corporate standards.
• Support Network data equipment as it relates to VOIP infrastructure
• Create and maintain appropriate documentation for recurring issues.
• Ability to take ownership and leadership of work, projects and junior staff
• Collaborate in projects with all team members and focus on improving where needed
• Work with the sales team for sales engineering of platforms
• Coordinates with internal and customer IT resources and customers throughout projects
• Manage backups, replications and disaster recovery plans of company mission critical servers and database files to ensure redundancy.

Expertise Required

• Mitel MiVoice Business installation and support experience
• MiCollab Installation and support
• MiVoice Border Gateway Installation and support
• MiVoice Contact Centre
• VMware and Cloud Deployments
• VoIP Deployments on shared or parallel networks
• PRI/SIP/Analog connectivity experience
• Excellent understanding and experience with LAN, WAN, TCP/IP, POE switching and Routers
• Troubleshooting skills
• Experience with Microsoft Windows operating systems, networking, VoIP QOS standards/requirements
• Experience in programming and scripting
• Experience with Netgear POE/Ubiquiti networking equipment
• Experience in virtualization technologies including Hyper-V and VMware
• High level knowledge of Network protocols such as TCP/IP, DNS, UDP, RTP, SIP and DHCP
• High level knowledge of Wireshark to dissect/interpret these protocols to troubleshoot issues

Bonus Expertise

• Experience with NEC 9100 Telephone Systems
• Experience with Toshiba Telephone Systems
• Experience with Zultys Telephone Systems
• Experience with ConnectWise CRM/RMM Platform
• Experience with SX200/Legacy Mitel equipment

Other Requirements

• Excellent Customer Service
• Flexible work schedule
• Organized and high attention to details
• Travel as needed
• Excellent communication skills both written and verbal
• Education
• A+, Network+ certification
• All relevant Mitel certification

Job Type: Full-time

Benefits:

• Dental care
• Extended health care
• Life insurance
• Paid time off

Experience:

• Mitel: 5 years (required)
• Telecom Technician: 5 years (required)

Work Location: In person