Technical Analyst, VOIP

Technical Analyst, VOIP
Burnaby, BC

The Technical Analyst, VOIP will provide technical support and troubleshooting for Voice over IP (VOIP) systems, ensuring reliable and efficient communication services across the organization. This role involves diagnosing and resolving general IT issues surrounding VOIP technologies, supporting system upgrades, and collaborating with internal teams to enhance performance and user satisfaction.

What you’ll do

• Create and maintain technical documentation including but not limited to VOIP and telecommunication technical specifications, configuration requirements, technical guides, admin guides, data specifications, technical workflows for stakeholder approval using leading practice methods and tools.

• Analyze and diagnose technical problems with VOIP equipment and software, including IP phones, gateways, and related hardware.

• Establish communication strategy to advance implementation and workflow changes brought about by new IT services and technologies.
• Act in a front-line support for stakeholder and user inquires, perform triaging and troubleshooting as needed.
• Help to define business scope and objectives, researching project benefits and deliverables.
• Evaluate multiple clinical business applications and advise the project team on the potential impacts.
• Configure and manage VOIP systems, including setting up new users, managing phone numbers, and updating system settings as required.
• Develop or modify moderately complex business processes and elicits business requirements to ensure business needs are understood and business solutions are successfully created.
• Travel to various PHSA facilitates across Lower Mainland if needed
  
  

What you bring
Qualifications

• Education, certifications, years’ experience, etc.
• A Bachelors degree in Business Administration or Computer Sciences plus minimum of three (3) years Technical Support or related experience, supporting a range of IT infrastructure (servers, storage, VOIP / data / wireless networking) projects in IT service delivery organizations.
• Detail-oriented approach to data-driven project deliverables.
• Certifications related to VOIP or networking (e.g., Cisco CCNA, CompTIA Network+) is considered an asset.
• Experience with VOIP systems from major vendors such as Cisco, Avaya, or Microsoft.
• Knowledge of VOIP features and integrations, such as call centers, unified communications, and video conferencing.
• Excellent verbal and written communications.

Skills & Knowledge

• Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).
• As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities impacting indigenous communities and familiarity with Indigenous Cultural Safety and anti-racism and accompanying reports (BC DRIPA, TRC, etc.).

What we bring

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health, wellness, development programs to support you – at work and at home.

• Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
• Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San’yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
• PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
• Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

Job Type: Casual full-time hours (37.5 hours per week)
Wage:$33.00 - $43.00/hour - as a casual employee, total earnings include an additional 13% in lieu of benefits and paid vacation. The rate for this position would be determined with consideration of the successful candidate’s relevant education and experience, and would be in alignment with the provincial compensation reference plan
Location: Burnaby, BC, V5C 6E3
Hours of Work: Monday – Friday (37.5 hours per week)
Requisition # TOD08202024

What we do

The Provincial Health Services Authority (PHSA) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Cultivate partnerships – Serve with purpose.

Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services

PHSA is committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.

Reconciliation is an ongoing process and a shared responsibility for all of us. The BC Governments’ unanimous passage of the Declaration on the Rights of Indigenous Peoples Act was a significant step forward in this journey—one that all health authorities are expected to support as we work in cooperation with Indigenous Peoples to establish a clear and sustainable path to lasting reconciliation. True reconciliation will take time and ongoing commitment to work with Indigenous Peoples as they move toward self-determination. Guiding these efforts Crown agencies must remain focused on creating opportunities that implement the Truth and Reconciliation Commission Mandate.

This position is part of PHSA Talent on Demand (ToD) which is our unique in-house recruitment program. ToD connects qualified individuals with diverse job opportunities across PHSA and the other health authorities, creating a gateway for those who wish to achieve their career goals within healthcare. Successful candidates will gain significant health care experience and can transition into long-term, permanent roles within PHSA. For more information, visit https://jobs.phsa.ca/talent-on-demand or contact talentondemandcareers@phsa.ca.