Infrastructure Analyst - Telecommunications 

Position Summary

Reporting to the Manager Technology Infrastructure, the Infrastructure Analyst is responsible for the implementation and support of the server, application, network and telecommunications infrastructure of the City. The Infrastructure Analyst will provide assistance to members of the Information Technology (IT) team along with administering technology infrastructure solutions in accordance with industry accepted best practices.

Key Duties and Responsibilities

• Implement, maintain and support the infrastructure and technology platforms for the City that are secure, reliable, scalable and implemented in accordance with industry best practices.
• Provide second-tier support for technical issues, troubleshoot operational problems and perform maintenance as required.   
• Manage, deploy, and operate the City's telecommunications environments including Cisco telephony system, contact centre, voicemail, calling recording, conferencing, fax, VOIP and analogue services
• Configures call routing, calling handling, agent workflows and other telephony applications to meet business needs
• Coordinates MACDs for telecommunications equipment and services. Works with vendors and service providers on provisioning, installations, changes and repairs
• Manage end user accounts, permissions, access rights and storage allocations. 
• Perform and test routine system backups and restores.
• Perform system tuning and performance monitoring.
• Implement and maintain system security and apply required security patches 
• Perform proactive daily checks and be available to respond to alerts and emergencies after hours.
• Work closely with Project Teams, IT and business units to provide telecommunications expertise and ensure seamless integration and operations of telephony requirements in project delivery 
• Establish and maintain documentation, standards and procedures.
• Implement and maintain service management strategies that align with the ITIL framework
• Conduct research, understand emerging trends, technology solutions, services, protocols and standards including privacy, security and regulatory compliance

Education and Experience

• Diploma in computer science or a related discipline
• Cisco Certification in Collaboration is required 
• Cisco Certification in Enterprise, Security, Data Centre and Microsoft Certification in Collaboration is considered an asset 
• 4 years of relevant IT Telecommunications experience 

Required Skills/Knowledge

• Strong technical knowledge and hands-on experience in telecommunications systems including Cisco UCM, UCCX, WFO, Jabber, VOIP/SIP Trunking, PRI, 1FL, BIX termination and wiring.
• Experience and working knowledge of Microsoft Teams Phone and Collaboration 
• Highly developed experience in planning, design, operational support, hands-on implementation and configuration of servers including backup/recovery, optimization and performance tuning.
• Demonstrated ability to establish and maintain an effective consulting relationship with internal and external clients with a strong customer service orientation.
• Experience in programming call routing and call handing. Experience in the development of scripts for process automation. 
• Possess highly developed leadership, team building, interpersonal, conflict resolution, negotiation, facilitation, problem solving, and communication skills.
• Ability to work effectively and collaboratively in cross-functional teams.
• Excellent organization, communication with effective decision making capabilities.
• Knowledge and experience with the following or equivalent applications and tools; Microsoft Windows Server, Red Hat Enterprise Linux, Enterprise Backup Software, Systems/Patch Management, Security, Networking and Virtualization.
• Must be available to work evenings, flex shifts, on-call/standby, extended hours and statutory holidays when required.
• Must be and willing and able to transport yourself to City work sites as required (mileage compensated).  
• Requires satisfactory Police Records Check
• Demonstrates good judgment and makes sound decisions
• Shows commitment to personal growth, development, and leadership opportunities
• Shares new ideas and challenges the status quo
• Proven written and verbal communication skills with the ability to communicate with honesty, openness, respect, and trust
• Takes initiative to participate in a culture of learning, mentoring, and sharing
• Contributes to building and being a part of a positive culture
• Demonstrate the City’s corporate values of care, collaboration, courage and service

Leadership Competencies