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Telecom Technical Support Specialist, Voice Operations, Information Technologies

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Job ID: 14655

Updated: March 7, 2018

Location: Main Campus

Position Overview

Voice Operations within Information Technologies is currently seeking a Full-time Regular Telecom Technical Support Specialist.

Reporting to the Manager, DataCentre, Network & Voice, this position will assist departments and service units to design and develop telecommunications applications to meet the needs of individuals within those departments and units. To complete the work this position is responsible for receiving requests, designing, installing, configuring system hardware, software and communication networks; performing advanced troubleshooting and vendor technical liaison functions; and designing and developing complicated telecom applications. Additional accountabilities include assisting in developing and implementing telecommunications systems project plans.


Position Description

Summary of Key Responsibilities (job functions include but are not limited to):

  • Ensure that installation and maintenance requirements for voice, voicemail, networking and telecom systems are met according to established University standards
  • Ensure that all requirements for recording work and billing for service are completed in a timely manner
  • Propose new and innovative solutions to meet client requirements when existing technologies do not meet client needs
  • Develop and document plans to implement services for clients
  • Work independently or with other Telecom staff and/or external consultants and vendors to meet established deadlines for work
  • Proactively maintain telecommunications services and document all pertinent information
  • Plan maintenance activities around systems and products consistent with manufacturers' recommendations
  • Recommend changes and upgrade to systems and services
  • Assist with training for clients on existing and new services as required
  • Coordinate the design, installation, testing and implementation of telecommunications systems with internal and external clients/vendors/manufacturers
  • Track results and KPIs for systems projects, designs, and operation and maintenance
  • Maintain all documents and records needed to support the work in a manner consistent with University standards, updates as required, and ensure that information is available to those requiring it to complete work for the University
  • Is a productive and willing member of the Telecom department, and supports the work of others within the department
  • Pleasantly and respectfully interact with co-workers, supervisor, and members of the University community, and others as required
  • Ensure regular work attendance, timely reporting for start of shift, and that personal attire and hygiene are appropriate for the campus environment
  • Manage own time effectively to accomplish tasks
  • Ensure that equipment, work space, tools and systems supplied by the University are used for the purposes supplied, are maintained in good order and that the costs of use are controlled
  • Carry out responsibilities in a manner that ensures own health and safety and the safety of others

Qualifications / Requirements:

  • Completion of a Journeyman Communication Electricians Certificate, or a Network and Telecommunications Engineering Technology diploma, or a Certification with additional training in electronics and/or telecommunications; an equivalent combination of relevant training and experience will be considered if formal certification not completed
  • A technical aptitude and desire to learn about technical applications and system capabilities, and would be suitable for someone who enjoys paying attention to and planning details, is organized and can remain focused on the task at hand and who can meet set deadlines
  • Must have experience with maintenance of, or be willing to learn, the Genband CS2100 switch, Asterisk SIP PBX, and AVST voicemail system technologies
  • Must be familiar with, or willing to learn, SIP VoIP and TDM Technologies, Linux and Windows operating system, and tools necessary to troubleshoot and maintain these systems and technologies
  • Must know various telephone sets and features provided by each, as well as being familiar with services provided by other telecommunications software/hardware
  • Must have experience with installation and design of various networking topologies
  • Must have a thorough knowledge and understanding of safety codes and requirements related to this work
  • Must be skilled and experienced in analyzing information and data, and in formulating and documenting plans
  • Must be able to produce written material including reports, correspondence, presentations, service requests, feasibility studies, implementation plans and training materials
  • Must possess strong trouble-shooting skills, ability to work with diverse equipment and multiple telecommunications systems
  • Must demonstrate strong communication and client service skills, and be innovative and creative in solving problems
  • Demonstrated leadership and interpersonal skills are required
  • Must be fully competent in computer use with experience in MS Office programs.
  • Must be able to perform manual activities, including climbing ladders and working in cramped and confined quarters
  • Must be able to distinguish colours to work with colour-coded wiring
  • Must have an interest in frequently upgrading skills to keep up with technological advances
  • A valid Class 5 Alberta Driver`s License is required, and a current Driver`s Abstract must be provided on request

Application Deadline: January 18, 2018

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.


Additional Information

This position is part of the AUPE bargaining unit, and falls under the Technical Job Family, Phase II.

To find out more about management and staff opportunities at the University of Calgary and all we have to offer, view our Management and Staff Careers website. 

About the University of Calgary

The University of Calgary is Canada’s leading next-generation university – a living, growing and youthful institution that embraces change and opportunity with a can-do attitude. Located in the nation’s most enterprising city, the university is making tremendous progress on its Eyes High journey to be recognized as one of Canada’s top five research universities, grounded in innovative learning and teaching and fully integrated with the community it both serves and leads. The University of Calgary inspires and supports discovery, creativity and innovation across all disciplines. For more information, visit

The University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their professional success while they are here. We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.


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