Phone Support Technician

Network Operations Centre Technical Support

Simon Fraser University is a leading research university, advancing an inclusive and sustainable future. Our purpose – the essence of SFU – is to create and connect knowledge, learning and community for deeper understanding and meaningful impact. We are committed to fostering excellence, innovation, belonging and community in all that we do.

About the Role

Acts as the principal technical support resource for all SFU telephony device-related processes which are managed and operated through Information Technology Services. This position responds to inquiries from SFU subscribers, providing direction and assistance on the use of their particular device and its features or the services of external service providers. Investigates incident reports by consulting the user, providing either an immediate resolution, or logging an ITSM ticketing system to escalate to Network Operations, contractor or external organization. Assists in the development/alteration of telephone system configurations for all SFU departments/campuses. Receives and fulfills Service Requests from departments for moves, adds, changes, and deletes (MACD) for devices. Maintains and updates records in disparate systems accordingly. Following defined auditable protocols, assisting billing reports from various sources, for departmental telephony services. Investigates and resolves departmental inquiries related to the billing. This position works with cross-functional teams (e.g. Infrastructure Services, AV Services) for incident management, and root-cause analysis.

Qualifications

High school graduation and two years of post-secondary education or formal program equivalent, including courses or formal training in computer information technology including data communications/systems, IP networks, and related emerging technologies (e.g. VoIP - voice over internet protocol, SIP - session initiation protocol, UC - unified communication) and spreadsheet, database applications, and office procedures. Minimum 3 years of related experience including Digital and Traditional Print/Marketing experience. An equivalent combination of formal education, certificate/program of study and experience is acceptable.

• Excellent communication (both verbal and written) and customer service skills.
• Excellent knowledge of Phone technology including SIP and legacy telephone systems.
• Excellent knowledge of Network Operating systems and IP Network Topology.
• Excellent organizational, analytical reasoning, problem-solving, and diagnostic skills.
• Excellent knowledge of ITSM principles.

What We Offer

At SFU, our goal is to ensure our people are valued and supported by promoting a healthy work-life balance, professional growth and development, as well as a safe and respectful workplace. We offer continuing employees who belong in the Canadian Union of Public Employees (CUPE Local 3338):

• 3 weeks' vacation (prorated for the first year)*
• Hybrid-work program for eligible positions
• Employer paid defined benefit pension plan
• On-campus tuition waiver for employees and their immediate family members*
• Funding for professional development expenses*
• And more!

*Prorated for part-time employees

Please include your cover letter and resume in one attachment.

SFU is an equity employer and strongly encourages applications from all qualified individuals including women, Indigenous Peoples, visible minorities, people of all sexual orientations and gender identities, persons with disabilities, and others who may contribute to the further diversification of the university.

We are committed to ensuring that the application and interview process is accessible to all applicants. If you require any assistance or accommodations, please contact pei_reception@sfu.ca.