Job Description

Union/Affiliation:

C.U.P.E. Local 3338

Pay range:

$2,147.43 to $2,431.10 bi-weekly

SFU Department Descr:

IT Services - Telephone Services

Position Grade:

8

# of openings:

1

Biweekly Hours:

70

Who We Are

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.


As part of the IT Infrastructure Services department, the Network Operations Centre (NOC) installs, maintains and supports the networking, Wi-Fi, and phone systems for the University. Situated in the SFU Burnaby Data Centre, the NOC team also provides support for the electrical, cooling and building management systems used by both the SFU administrative and research computing systems.

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.


Full