The Technical Support Specialist (Senior) – Telecommunications is a key member of the Services & Application Support Team. The Senior specialist is the campus wide expert on all items related to Western’s telecommunications client-facing services. The role is responsible for coordinating support and documentation for current telecommunications systems, associated services and applications, in collaboration with WTS staff involved in support of the telecommunications services at Western. The role ensures that faculty and staff have the required documentation, training and support and that these systems, services and applications support the business processes of the university community.
The role manages projects for current front-facing telecommunications systems, associated services and applications, ensuring that these systems are well-designed and meet the needs of the customers involved. The specialist is also responsible for the administration of critical, campus-wide telecommunication applications and services including Voicemail, Call Manager, Call Centres, Web Conferencing, Interactive Voice Response system, and Western’s Mobility service.
The role acts as liaison between WTS and the campus’s Telephone Service Provider to address billing issues and troubleshoot and resolve any service-related issues on and off campus. The specialist also has responsibility for the daily operations of the University switchboard including hiring, scheduling and supervision of its student staff.
