Telecommunication Analyst - #181780

About Us

RB Global (NYSE: RBA) (TSX: RBA) is a leading, omnichannel marketplace that provides value-added insights, services and transaction solutions for buyers and sellers of commercial assets and vehicles worldwide. Through its auction sites in 13 countries and digital platform, RB Global serves customers in more than 170 countries across a variety of asset classes, including automotive, commercial transportation, construction, government surplus, lifting and material handling, energy, mining and agriculture.

The company’s marketplace brands include Ritchie Bros., the world’s largest auctioneer of commercial assets and vehicles offering online bidding, and IAA, a leading global digital marketplace connecting vehicle buyers and sellers. RB Global’s portfolio of brands also includes Rouse Services, which provides a complete end-to-end asset management, data-driven intelligence and performance benchmarking system; SmartEquip, an innovative technology platform that supports customers’ management of the equipment lifecycle and integrates parts procurement with both OEMs and dealers; Xcira, a leader in live simulcast auction technologies; and Veritread, an online marketplace for heavy haul transport.

About The Team

Our Technology teams work collaboratively from different locations across the world on multiple eCommerce sites, mobile applications, and automated online auctions. We encourage and celebrate technical innovation and work with some of the industry’s leading technologies and tools.

Every day your work will make a difference in the way we run our business and the in the way customers interact with us.

Job Description

Telecommunications Analyst will support the existing enterprise telephony infrastructure and participate in new initiatives and projects. The Telecommunications Analyst will work with our team to analyze and solve problems, understand our requirements and objectives, liaise with the 3rd party suppliers, adopt best practices and deliver documented solutions.

Responsibilities

Serve as a member of a telecommunications support team, responding to incidents and service requests from email and tickets submitted from internal users.

Assist and interact directly with users with the implementation of new functionality, including testing, training and resolution of issues.

Serve as a ‘knowledge worker’ call center agent during regular business hours.

Respond to requests in a ‘mobility worker’ mode when required.

Diagnose system errors and work with the other IT support teams to provide solutions and fixes.

Understand telephony solutions and standard telephone feature sets and their use, in a corporate environment

Providing after hours support or travel to sites, when required, for deployment, training, or end user support needs.

Qualifications

College diploma or university degree in the field of telecommunications or computer science and/or 5 years equivalent work experience

Working technical knowledge of PBX (cloud/on-prem), voice mail, interactive voice services, and call management systems.

Strong hands-on knowledge of the configuration and optimization of telecommunications equipment, and voice/data equipment, including AVAYA communication manager, Avaya Cloud Office phones/apps

Working technical knowledge of current telecommunications practices, protocols, and principles in call center environments.

Knowledge of cabling and wiring systems, design, and installation.

Good understanding and experience of enterprise cloud unified and contact center communications solutions, ideally RingCentral and Avaya Cloud Office

Hands-on experience administering and supporting MS Teams for enterprise-wide communication and collaboration tool

Good experience in managing/supporting video/audio conferencing and meeting room technology (MS Teams, Zoom, Cisco Webex)

Possess technical skills required to assist users in troubleshooting issues. Ability to present ideas and respond to users in professional, business-friendly and user-friendly language and manner.

Excellent written, oral, and interpersonal communication skills.

Strong technical background.

Highly self-motivated and self-directed.

Experience working in a team-oriented, collaborative environment.

Proven ability to apply technology solutions to business problems.

Ability to diagnosis and repair telephone systems remotely.

Understand Administration packages for the supported products.

Ability to remotely train customers on the use of their systems.

Accurately update Ritchie Bros. ticketing system (Service-Now) when opening, updating and closing tickets

Be willing to expand product knowledge based on training and mentoring provided.

Prepare service requests for dispatching to 3rd party contractors.

Possess strong customer interaction and communication skills.

Be willing to work flexible and after hours, if required, for global support or during deadline driven deployments