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full time Telecommunications Supervisor (Dorval, QC)

at Jobs in Montreal Montreal


Role: Telecommunications Supervisor
Duration: 1 year extendable contract
Location: Dorval (West Island), Quebec

ROLE PURPOSE
Be the Single Point of Contact (SPOC) for Voice, Video and Collaboration Services (VV&C)
Supervise & participate in the delivery of end-user support for all aspects of VV&C (approximately 800 users)
Provide technical counsel to the Site Infrastructure Manager on related technologies
Manage relevant projects

MAJOR ACCOUNTABILITIES
Reports to the Site Infrastructure Manager (SIM)
Supervises the Telecom Coordinator
Oversees Operation of Call Manager (Cisco v8.6)
Collaborates with relevant Global Service Line Managers & their teams for Standardized Processes, Procedures, and Service Offerings.
Major contributor to the internal marketing & communications of relevant services
Responsible for creation, adaptation and maintenance of support documentation, procedures and work instructions
Responsible for entire lifecycle of tickets in their queue(s); timely response, respect SLAs, follow up with other solver groups, update pending tickets, communicating with end-users throughout to ensure proper expectations are set
Owns processes to; request a Mobile devices (iPhone, 3G for iPad etc), Office phone (cisco IP), Audio Conferencing (PGi) account, Video Conference booking (BT & HP & Internal booking service), Phone & Fax lines (T1/PRI's) etc.
Monitors Service Levels of relevant products & vendors
Participate in the evaluation of new VV&C service offerings, including software services and/ or hardware
Responsible to apply required controls to ensure Quality status of supported systems

KEY PERFORMANCE INDICATORS / MEASURES OF SUCCESS
Meet customer satisfaction goals for all VV&C services
Apply professional competencies to administer and optimize assigned system /service portfolio
Implement and maintain common standards and best practices
Meet relevant Service Level Agreements and/or Operational Level Agreements
Location: Dorval, QC

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27-09-2012
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