Telecom Network Analyst

Job Details:
Permanent Full Time CUPE 1329 Posting Status: Open to all current Town of Oakville employees and external applicants Closing Date:
Applications for this position must be received at oakville.ca by no later than 11:59pm on March 12, 2025.
Reporting to the Supervisor, IT Network Operations, this position provides 2nd level support resolving incidents (issues/service outages); coordinates and executes annual operating plans for ITS asset lifecycle management; proactively remediates imminent problems detected by system monitoring & trend analysis; develops procedures to enable completion of standard requests for service; leads and executes project & non-standard request tasks. Please note that this position may involve participating in after-hours on-call support staff rotation.
Job Responsibilities

Operational Support

• Provide 2nd level support of Network and Telecom related incidents (service disruptions) to restore service (diagnose, troubleshoot and resolve)
• Perform root cause analysis of incidents and implement procedures to mitigate recurrence
• Leverage and keep up to date knowledgebase information, user guides on system changes and/or technical documentation
• Proactively remediate monitoring/alerting service events to avoid imminent service outages
• Report and escalate incidents to vendors and/or 3rd party
• Work with vendors and/or 3rd parties for resolution
• Adhere to IT infrastructure standards
• Adhere to all company policies and procedures especially those specific to IT

Standard Service Requests

• Ensures accurate knowledge base procedures are in place for IT staff to correctly complete requests

Non-Standard Service Requests & Project Tasks

• Complete non-standard service requests and/or project task assignments -- these are requests that require investigation to determine the extent of work/activities to complete. Example activities include:
  • Compiling user requirements
  • Analyzing and designing conceptual solutions
  • Estimating effort and cost to implement
  • Performing asset configuration and implementation activities
  • Creating/updating documentation
  • Ensuring compliance to standards in delivering solutions

IT Asset Lifecycle Management Activities

• Participate in the refinement of lifecycle planning
• Responsible for configuring assets to defined standards
• Responsible for decommissioning of end-of-life assets and implementing replacement assets
• Maintain asset registries ensuring accuracy of information
• Ensure the IT network and telecommunications infrastructure meets industry compliance regulations where appropriate

Qualifications

• Completion of a three-year diploma/degree in Information Technology or a related field with a focus on IT Infrastructure Operations (Networking and Telecommunications)
• A minimum of three (3) years related experience in IT infrastructure operations is required
• Demonstrated experience with the configuration and implementation of network and telecommunications hardware/software assets
• Customer-centric approach; focused on providing a positive user experience and outstanding service to staff
• Highly developed interpersonal skills with demonstrated ability to interact and communicate effectively with all levels of the organization
• Proven experience with change management and release management processes
• Able to develop and interpret technical documentation
• Commitment to continuous self-development to keep abreast of trends in technology
• Proven ability to work effectively in a team environment and manage multiple tasks with varying schedules

DATED: February 25, 2025
This job profile reflects the general requirements necessary to perform the principal functions of the job. This does not include all of the work requirements of the job. Applicants are required to demonstrate through their application and in the interview process that their qualifications match those specified. The minimum threshold score for the interview is 75%.
We thank all applicants and advise that only those selected for an interview will be contacted.