Telecommunications Specialist - Cell Phone Administrator

Requisition ID: 21074 



The City of Vancouver is striving to become the greenest city in the world, and a city powered entirely by renewable energy before 2050. We are proud to be one of Canada's Top 100 Employers, BC's Top Employers, and one of Canada's Greenest Employers.  With employees that have helped Vancouver consistently rank as one of the world's most livable cities, the City values a diverse workforce which represents the vibrant community we so proudly serve.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.


Main Purpose and Function

The Telecommunications Specialist performs technical and analytical work in installing and maintaining the operation of the municipality’s integrated voice systems, which includes MDM wireless support, VoIP PBX, voice mail, other telephone applications, telecommunications equipment (telephones, mobile devices, fax machines).  The position installs, moves, tests and monitors the operation of telecommunications systems hardware and some software, troubleshoots and resolves related operational problems.  Work also includes procurement of telephony equipment including wireless devices, along with the installation, support, and billing review.  This position will report to the Manager, Access and Telecom Provisioning.  Key contacts include City staff and various vendors, such as Telus, Rogers, Bell, Cimpl and Cisco.


Specific Duties/Responsibilities

  • Technical and Support – 60%
  • Works with user departments and contractors on the maintenance and implementation of the voice system; obtains information, assesses requirements and compatibility with existing systems, estimates costs and provides advice;
  • Ensures work is carried out according to schedule
  • Mobile device support including configuration, deployment, sim card swaps, and account / policy maintenance in MDM 
  • Performs new line & service configuration, move-add-change request, and voice mail configurations and server administration for services; work can be perform using remote support utilities;
  • Responds to user service calls and equipment error messages; analyzes, troubleshoots and resolves operational problems;
  • Coordinates with service provider on the resolution of some problems caused by external conditions;
  • Conducts preventive maintenance and testing;
  • Monitors device and licence usage
  • Keeps abreast of developments in telecommunications voice and data systems, both wireline and wireless;
  • Develops scripts and command procedures for various voicemail utilities
  • Performs basic network troubleshooting and determines port availability
  • Installs, moves and maintains telecommunications hardware and peripheral equipment and installs software


Work Portfolio / Speciality Knowledge Areas – 20%

  • Performs role as a subject matter expert and product specialist; primary focus areas are Wireless and Wireline (VoIP / voicemail)
  • Reports usage statistics, volume, capacity, long distance usage, plan performance
  • Provides analysis to business needs, recommending products and configurations to meet their need along with scheduling and costing
  • Evaluates new products, phone models, innovations, features, and procedures;
  • Monitors service and equipment invoices for adherence to approved allocations; reviews and reconciles billings and follows up on discrepancies; ensures procedures are meeting audit requirements


Administration – 20%

  • Updates, tracks and analyzes service call record reports.
  • Prepares and maintains a variety of records related to the work such as reports, floor plans, inventory, service and equipment estimates
  • Develops and updates procedure documents, training materials, call flow diagrams, technical specifications,  voice mail and call handler configurations
  • Other duties as assigned


Minimum Qualification Requirements

Education and Experience:

  • Completion of a recognized certificate or diploma course in telecommunications including or supplemented by wireless and computer courses, relevant VOIP, plus sound related experience, or an equivalent combination of training and experience;
  • Minimum of two years’ experience working in a extensive background in wireless provisioning and/or VoIP environment
  • Experience working in a public sector or service environment an asset
  • A current and valid Class 5 BC Driver’s License or higher and a Satisfactory driving record
  • Must have or be able to obtain VPD Enhanced Security clearance


Knowledge, Skills and Abilities:

  • Thorough knowledge of telephony systems, equipment, features and applications, in wireless environment
  • Considerable knowledge of the standards, policies, and procedures used in the work.
  • Working knowledge of data network design and components
  • Working knowledge of the voice and data integrations used in VoIP
  • Ability to investigate, assess, and resolve telephony problems
  • Ability to test and evaluate telecommunications hardware and software and to provide written reports and recommendations
  • Ability to develop and maintain various reports, estimates, and other detailed records related to the work.
  • Good verbal and written communication skills
  • Good computer and data processing skills including applications such as Outlook, Word and Excel. Ability to create spreadsheets.
  • Detail oriented: ability to perform thorough, complete and accurate work,
  • Ability to work well under pressure
  • Ability to work on multiple tasks with changing priorities
  • Good customer service skills
  • Able to respond to difficult or demanding customers with tact and diplomacy
  • Ability to work well alone and in a team environment
  • Ability to establish and maintain positive and effective working relationships with a variety of internal and external contacts, and to provide advice, information, and assistance
  • Ability to work evenings and weekends


Business Unit/Department: IT, Digital Strategy & 311

Affiliation: CUPE 15 Non Pks

Employment Type: Regular Full Time  

Position Start Date: October 2020 

Salary Information: Pay Grade GR-027: $41.29 to $48.78 per hour


Application Close: September 18, 2020
At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. We encourage applicants from diverse backgrounds, including Indigenous applicants, all genders, nationalities and persons with disabilities. The City of Vancouver is always interested in adding high performing team members to its staff.  If you would like to be considered for this exciting and impactful career opportunity, please apply on our careers site.

We thank all applicants for their interest. However, only those selected for an interview will be contacted. Learn more about our commitment to diversity and inclusion.