Job Requirements:

Must be fluent in French and English
Must have Voice IP experience
Nortel PBX experience would be “nice to have”
Contact Centre experience would be “nice to have”
Must have MAC experience from a project perspective
Must have Data analysis and manipulation skills

Contract Length - 12 months

Location - Downtown Toronto

Knowledge and Experience:
- Associates degree in Networking, related field or equivalent education/experience
- 3+ years experience in telecommunication field
- 1-2 years experience in Cisco networking
- LAN/WAN certification is an asset
Skills and Competencies:
- Good knowledge of LAN/WAN systems and networks
- Basic knowledge of computer software
- Ability to adapt quickly as requirements and scope change
- Ability to manage small non-complex projects
- Good written and oral communication skills
- Ability to cope under pressure situations

Attributes:
- Strong team player ; works well with others in small and large groups
- Analytical thinker with basic problem solving skills
- Proficient interpersonal skills and interfaces effectively with technical peers and management
- Well organized with time management skills

Telecommunications Analyst

Position Purpose: The Proficient Telecommunications Analyst is responsible for the day-to-day support and maintenance activities of the network infrastructure. With direction from senior analysts, duties include reviewing designs, managing
implementations and supporting emerging network solutions such as IP Telephony to meet business requirements. With supervision and direction, analyzes business needs and in conjunction with a senior level analyst,
provides input on recommendations for new deployments and upgrades. Manages activities related to the day-to-day operations of the network, coordinate all move/add/change (MAC) activities and assist in providing support,
and escalating where appropriate. Under direction of senior analysts, adhere to RBC best practices and guidelines of the Enterprise change management system.

Key Accountabilities:
- Provide technical leadership in coordinating complex network deployments
- Assist with resolving network related issues
- Effectively follows change management processes and guidelines ensuring all change activity records provide clear and concise instructions as well as the necessary supporting information
- Work closely with the Telecom WAN and LAN Development teams in deploying new designs and solutions to satisfy performance and/or business requirements
- Manage all components in the network to ensure client is not exposed to any risk. Consistently review network monitoring and performance reporting to ensure network performance is optimal and that sufficient capacity exists to meet daily peak volumes
- Coordinate incident resolution with various IT support teams and external service providers, identifying, tracking and resolving issues
- Responsible for ensuring clients’ queries and concerns are responded to in a prompt, helpful and professional manner while promoting user self-sufficiency
- Set follow up times for all incidents to ensure recovery can be achieved within client's severity guidelines
- Follow up with service partners when status not provided within client's severity guidelines and escalate when necessary
- Provide diagnosis and problem recovery for incidents