Telecommunication Analyst (RingCentral) in Bolton, Ontario, Canada (# 1686)

About Us

Ritchie Bros. (NYSE and TSX: RBA) is a global asset management and disposition company, offering customers end-to-end solutions for buying and selling used heavy equipment, trucks and other assets in numerous industries including construction, transportation, agriculture, energy, oil and gas, mining, and forestry. Our mission is to create compelling business solutions for the world's builders to easily and confidently exchange equipment. Learn more about us at: https://www.ritchiebros.com/ 

About The Team

Job Description

The Telecommunications Analyst will support the existing enterprise telephony infrastructure and participate in new initiatives and projects. The Telecommunications Analyst will work with our team to analyze and solve problems, understand our requirements and objectives, liaise with the 3^rd party suppliers, adopt best practices and deliver documented solutions

Responsibilities

• Serve as a member of a telecommunications support team, responding to incidents and service requests from email and tickets submitted from internal users
• Assist and interact directly with users with the implementation of new functionality, including testing, training and resolution of issues
• Serve as a ‘knowledge worker’ call center agent during regular business hours.
• Respond to requests in a ‘mobility worker’ mode when required
• Diagnose system errors and work with the other IT support teams to provide solutions and fixes
• Understand telephony solutions and standard telephone feature sets and their use, in a corporate environment. 
• Providing after hours support or travel to sites, when required, for deployment, training, or end user support needs.

Qualifications

• Working technical knowledge of PBX (cloud/on-prem), voice mail, interactive voice services, and call management systems.
• Strong hands-on knowledge of the configuration and optimization of telecommunications equipment, and voice/data equipment, including AVAYA communication manager, Avaya Cloud Office phones/apps 
• Working technical knowledge of current telecommunications practices, protocols, and principles in call center environments.
• Knowledge of cabling and wiring systems, design, and installation
• Good understanding and experience of enterprise cloud unified and contact center communications solutions, ideally RingCentral and Avaya Cloud Office 
• Avaya Cloud Office Administrator (nice to have)
• Hands-on experience administering and supporting MS Teams for enterprise-wide communication and collaboration tool
• Good experience in managing/supporting video/audio conferencing and meeting room technology (MS Teams, Zoom, Cisco Webex)
• Possess technical skills required to assist users in troubleshooting issues
• Ability to present ideas and respond to users in professional, business-friendly and user-friendly language and manner. 
• Excellent written, oral, and interpersonal communication skills. 
• Strong technical background. 
• Highly self-motivated and self-directed. 
• Experience working in a team-oriented, collaborative environment. 
• Proven ability to apply technology solutions to business problems. 
• Ability to diagnosis and repair telephone systems remotely.
• Understand Administration packages for the supported products.
• Ability to remotely train customers on the use of their systems.
• Accurately update Ritchie Bros. ticketing system (Service-Now) when opening, updating and closing tickets.
• Be willing to expand product knowledge based on training and mentoring provided.
• Prepare service requests for dispatching to 3^rd party contractors 
• Possess strong customer interaction and communication skills.
• Be willing to work flexible and after hours, if required, for global support or during deadline driven deployments.

 

 

EEOC

Ritchie Bros. is an equal opportunity employer and ensures nondiscrimination in all activities in accordance with all applicable laws. This position is open to all qualified applicants who are legally entitled to work in the country in which this job is located. Candidate selection is made by Talent Acquisition. Only electronic applications can be accepted.