PASS – Telephony and Network Technical Support Specialist

Waterloo Catholic District School Board; Kitchener; On-site; CAD 77,000 - 91,000; Full time

Job summary

An established educational institution is seeking a Telephony and Network Technical Support Specialist to enhance its IT infrastructure. This role involves ensuring reliable voice communication systems, managing telephony budgets, and collaborating with vendors to maintain network integrity. The ideal candidate will have a strong background in telephony systems and network support, alongside excellent problem-solving and communication skills. Join a dynamic team dedicated to supporting over 38,000 learners and making a meaningful impact in the community.

Qualifications

• 4+ years experience in telephony, mobile device management, and network support.
• Hands-on experience with IP/digital phone systems (e.g., Avaya, Cisco).

Responsibilities

• Provide technical support for voice and network infrastructure.
• Manage telephony systems and mobile devices for school operations.

Skills

Telephony Systems Management

Network Support

Mobile Device Management

Problem-Solving Skills

Communication Skills

Budget Management

Education

Three-year college degree/diploma in computer science, IT, or related field

Tools

Microsoft Intune

Avaya

Cisco

Microsoft 365

Google Workspace

Job description

Job Posting

PASS – Telephony and Network Technical Support Specialist

The Waterloo Catholic District School Board serves over 38,000 learners and provides services to students in 50 schools (Kindergarten to Grade 12 and adult learners) across the Waterloo Region.

The Board conducts intentional recruitment and selection as it seeks to achieve a state of greater equity for employees and students and to diversify its workforce.

All qualified applicants are welcome and encouraged to apply and applicants may choose to indicate if they are from a group who has experienced racial or social discrimination. Self-identification data will be used as a consideration in this posting. Aggregate data will be stored anonymously to support improvements to the Board's hiring processes.

General Description Of Duties

Reporting to the Manager of Technical Support Services, the Telephony and Network Technical Support Specialist serves as part of the IT Infrastructure and Operations Team to ensure reliable, secure, and scalable voice communication systems for school operations. The role involves providing technical support for voice and network infrastructure, coordinating daily operations, and collaborating with vendors to ensure infrastructure reliability.

• Maintaining telephony systems (e.g., Avaya), including servers, handsets, and voicemail.
• Processing move/add/change requests and ensuring security through system monitoring and patching.
• Deploying and supporting mobile devices using tools like Microsoft Intune or Samsung Knox, integrated with cloud-based telephony platforms (e.g., Microsoft Teams Phone).
• Troubleshooting, configuring, and monitoring network switches, routers, and wiring, and documenting infrastructure to support communication systems.
• Ensuring proper functioning of PA systems and synchronization with school bell schedules to support daily operations.
• Managing uninterruptible power supply (UPS) systems to ensure power continuity and protect systems.
• Supporting video/audio conferencing platforms (e.g., Microsoft Teams).
• Recommending system improvements, developing training materials, and contributing to IT security policies.
• Collaborate as part of the incident response plan communication team to ensure timely and effective coordination during security or system incidents.
• Setup board approved mobile applications and implement board mobility and security initiatives, including advanced authentication methods such as authentication apps and passkeys to enhance security.
• Negotiating vendor contracts for telephony and mobile devices.
• Manage telephony budgets, approve invoices, and contribute to multiyear IT strategies.
• Other relevant duties as assigned.
  
  

Minimum Requirements:

• Three-year college degree/diploma in computer science, IT, or related field (or equivalent experience).
• Four years' experience in telephony, mobile device management, and network support.
• Hands-on experience with IP/digital phone systems (e.g., Avaya, Cisco, or similar).
• Proficiency in Microsoft 365, Microsoft Entra ID, Windows Active Directory, Google Workspace, and networking environments.
• The role requires 24/7 on-call support, with a fair rotation schedule, compensatory time off, and remote troubleshooting options when feasible.
• Excellent communication, problem-solving, organizational, and time-management skills.
• Experience managing budgets or vendor contracts.
• Familiarity with SIP trunking, VoIP, or cloud-based telephony solutions, or ability to learn quickly.
• Proficiency with Microsoft Teams or similar collaboration platforms.
• Experience in Microsoft Intune, Samsung Knox, or similar mobile device management tools.
  
  

Desirable Assets:

• Certifications in relevant technologies (e.g., Avaya, Cisco, Microsoft 365, network security).
• Project management experience leading IT upgrades or the ability to train non-technical staff on telephony tools
• Knowledge of network security practices and tools.
• Experience in a school board or educational environment, supporting communication systems such as telephony, PA systems, or network infrastructure for educational operations.
  
  

Salary Range: Level 5, $77,348.00- $91,000.00 per year in accordance with the PASS Terms of Employment

Hours of Work: Permanent full-time, 35 hours per week / 52 weeks per year

Location(s): Catholic Education Centre, 35 Weber St., Kitchener

Qualified applicants are invited to submit a resume and cover letter. Please see the Application Process below. Applicants must attach diplomas/certificates required for this position to the resume in order to be considered a candidate for the position.

Application Process

Applicants are required to apply directly through Apply to Education at:

If you require any technical support with the application process, please contact the Apply to Education Customer Service Centre, contact 1-877-900-5627 (Monday – Friday, 7:30 am – 7:00 pm EST)

Applications will be accepted until May 21, 2025 at 4 PM. Only those candidates selected for an interview will be notified.

To request this file in large print, please email If you require a disability related accommodation to participate the recruitment process, please contact us at [phone], extension 2368 to discuss your needs under the Human Rights Code. Responses to inquiries will be provided within 72 hours.

At WCDSB, we are committed to respecting your privacy, and will take appropriate measures to protect any personal information you may share with us through the job application process. All personal information is collected under the authority of the Municipal Freedom of Information and Protection of Privacy Act and will be used to determine qualifications for employment. For more information about the Board's Privacy Policy, please contact our Privacy Officer at 519-578-3660 Ext. 2381.

The successful candidate will be required to produce a satisfactory Criminal Background Check. For further information refer to policy APS 038 on the website of the Waterloo Catholic District School Board.