Charter Telecom Looking for Field Technician at Vancouver, BC Full Time

Position Title: Field Technician (Junior to Intermediate)
Location: Victoria, Vancouver
Compensation: Negotiable (depending on experience)
Reports to: Director, Project Services

Summary:
Field Technicians work within practiced team environments, providing planning and hands-on technical skills applied to the benching, configuration, installation, testing and migration of Unified Voice, Video and Collaboration solutions and data networks. The role is positioned within an Agile team of 3-4 members, working along with a Project Manager and other team members to deliver high value solutions to Charter customers.

Charter, a highly respected and value driven VAR, delivers many technology solutions including routing and switching, data center, cloud, wireless and security. Partnering with several industry leading vendors, Charter solutions are diverse, flexible and deliver business outcomes. The Network Engineer will participate in a wide variety of activities, providing the candidate with opportunity for a high growth career and personal enrichment.

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Skills Overview: *
The role is expected to be primarily focused on Voice and Collaboration, wireless and data technologies. Candidates must come with a background well versed in these areas, showing competent skills in deployment and support in the following:

• Call routing and Control for various technology manufacturers including Cisco, Avaya, NEC and Zoom
• PSTN Voice Gateways (SIP, H.323, Analog)
• Voicemail and Auto Attendant Call Handling
• IP Phones
• Quality of Service
• Cisco WebEx and Jabber
• Cisco, Zoom Room based video systems
• Voice Paging, Recording, E911 location services
• Routing and Switching
• Wireless

Charter partners with a number of top technology vendors, including Cisco Systems, Juniper, Extreme, NetApp, Microsoft/Azure, Zoom and others. Candidates will be expected to expand their areas of expertise to enhance and broaden value to Charter and customers. The following are areas in addition to Unified Collaboration that are open and available to all Charter engineers to adopt.

Responsibilities & Accountabilities:

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Teamwork*

• Work cooperatively within a team using Agile techniques (Kanban) to deliver multiple concurrent projects to Charter customers.
• Attend team huddles and be an active participant team planning activities.
• Bring subject matter expertise.
• Use provided workflow tools to reflect the current status of tasks, effort/labour etc.
• Execute on defined tasks and complete work within the timelines and effort estimates stated. Proactively communicate problems, blocks and/or any significant deviation from what is expected to the team and project manager in a clear, concise manner.
• Be a lead Charter representative at the customer site and work with other Charter team members who will provide configuration, design and other areas of expertise
• Contribute to project retrospective activities and help identify areas of success, improvement and give constructive feedback to promote a positive, continuous improvement environment.
• Identify areas to create, improve and maintain Charter intellectual property that assist in allowing Charter to be efficient and deliver with high quality.
• Attend technical training sessions on a regular basis. Assist in the development of training material and deliver sessions to others, both in engineering and sales.
• Work collaboratively within the broader engineering team (pre-sales, architecture, support) to bring your skills to bear where and when they are required.

Project Delivery

• Attend and co-lead any/all necessary project meetings, providing accurate updates and status to the project team and customer as required.
• Successfully execute tasks in a diligent and efficient manner, by fully understanding the scope of the activity, communicating proactively any need for assistance or preparation.
• Plan, gather critical customer environment information, design and document solutions in a professional and coherent manner.
• Configure customer equipment, both at Charter labs or at customer site, using available templates and remote connectivity methods.
• Quality checks of work, engaging the team to assist in QA activities. Provide QA to others within the team when asked.
• Engage in off-site and on-site integration/cutover/migration activities (after hours when necessary), representing Charter in a professional manner and communicating effectively with the customer and to the team during critical periods of the migration.
• Provide Day-1 support (on-site or off-site) post cutover/migration to ensure a smooth transition of the system(s) into production. Be an advocate for the customer, taking feedback to the team as well as to other internal stakeholders (sales, management), highlighting any concerns or issues raised.
• Work with the support team to transition successful migrations into project warranty period, providing context, documentation and support where required.
• Accurately and in a timely fashion, record your effort and associated notes against the defined task to allow for retrospective activities at the conclusion of projects.

Culture Building and Professional Development

• Engage deeply within Charter, becoming active in the company community and culture.
• Attend company town halls and events, focused on bringing people together and aligning to a single vision. Participate actively when appropriate.
• Recognize Charter company values and strive to apply them to your position and personal relationship with individuals and the company itself.
• Explore and seize opportunities for growth that benefit both yourself and Charter, aligning with the overall vision.
• Engage strongly in professional development activities with your mentors, reporting manager and HR to ensure growth, fulfillment and overall success for all parties.

Qualifications and Experience:

• 3+ year’s previous hands-on technical experience with one or more technologies and vendors listed in the Skills section.
• Proven experience providing design, deployment and support of Cisco and other manufacturer Voice systems.
• Optional experience deploying and supporting Cisco Webex, Webex Teams and Telepresence and other Manufacturer Room Kits (video systems) an asset.
• Demonstrated understanding and experience working with structured dial plans, call handlers, route patterns, PSTN providers (digital and SIP based).
• Experience in providing training to project stakeholders including IT operations/administration and end users.
• Some additional consideration and preference will be given to candidates that have skills in following areas:
• Microsoft Skype for Business/Teams.
• Zoom
• Avaya
• NEC

• Demonstrated ability to obtain and hold industry certifications such as CCNA or CCNP. Current certifications are not mandatory, but it is expected the candidate will obtain what is necessary as part of professional development.

Essential skills:

• Excellent written and oral communication skills, and able to read and write in English in a professional manner.
• Ability to create technical documentation, both written and diagrammatical using tools such as Word, Power Point and Visio.
• Strong interpersonal skills; proven team player with ability to deliver outstanding product/service and build relationships with clients.
• Self-motivated; demonstrated ability to take initiative, effectively prioritize tasks and accomplish goals with minimal supervision.
• Authorized to work in Canada.

Working Conditions:

• Overtime as required
• On-call (May be required)
• Less than 20% outside Lower Mainland or greater Victoria areas

Job Type: Full-time