Telecommunications Technical Support Specialist

Insight Global; London; On-site; CAD 30,307 - 34,440; Full time

Job summary

A leading staffing agency is seeking a Telecommunications Technical Support Specialist in London, ON to manage calls at a university's call center. The role requires resolving billing issues, troubleshooting Cisco-related problems, and providing excellent customer service. Strong experience in Cisco environments and customer support is essential for success in this position.

Qualifications

• Experience as a Zoom Application Administrator with familiarity in AI-driven components.
• Hands-on experience in Cisco environments with CUCM.
• Ability to act as a liaison with telecom providers for problem-solving.

Responsibilities

• Handle Tier 2 and Tier 3 support requests.
• Oversee the PSTN renewal process.
• Ensure efficient problem resolution with excellent customer service.

Skills

Zoom Application Administration

Cisco environments (CUCM versions 12.5 and/or 15)

Problem-solving with telecom providers

Customer service

UCCX experience

Job description

Telecommunications Technical Support Specialist

This range is provided by Insight Global. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$22.00/hr - CA$25.00/hr

Position Overview

Insight Global is seeking a Telecommunications Technical Support Specialist to join one of our top higher education clients in the London, ON area. This role involves managing and directing incoming calls to the university's call centre, resolving potential billing issues with the telecommunications provider, and assisting with troubleshooting and testing Cisco-related concerns in collaboration with the networking team.

Responsibilities

• Handling Tier 2 and Tier 3 support requests
• Overseeing the PSTN renewal process
• Adapting to an ever‑changing, unpredictable environment while ensuring efficient and effective problem resolution with excellent customer service

Required Skills and Experience

• Experience as a Zoom Application Administrator, including familiarity with AI‑driven components
• Hands‑on experience in Cisco environments, specifically CUCM versions 12.5 and/or 15
• Proven ability to act as a point of contact and liaison with telecom providers, including problem‑solving and billing management
• Previous involvement in the roll‑out of a new call center, covering configuration, deployment, administration, and wallboard setup (UCCX experience strongly preferred)
• Minimum 5 years of customer service experience with a strong focus on client satisfaction
• At least 3 years of experience in telecommunications, demonstrating a solid technical background