Page 1 of 6 Position Code #P10292 POSITION TITLE: Video and Telecommunications Technician DEPT/DIV: Information and Technology REPORTS TO: Infrastructure Manager BRANCH: Infrastructure ASSOCIATION: Civilian LOCATION: Headquarters GRADE LEVEL: E DATE UPDATED: June 2015 SALARY PER ANNUM As per civilian collective agreement HOURS OF WORK: 35 hrs/wk Day Shift Mon-Fri GENERAL PURPOSE: To provide WRPS users with guidance, direction and second tier support by assisting in problem resolution; to act as the key contact for on-site and remote users for Voice over IP (VoIP) and IP camera technology problems and inquires; to install and maintain video systems; to maintain telephone and related systems; and provide support to the Communications branch. Supports all WRPS Voice over IP (VoIP), analogue telephony and IP camera technology. MAJOR RESPONSIBILITIES: Responds to WRPS users questions and requests for information and assists in problem resolution. Maintains contact with WRPS users on operational and administrative problems. Assists WRPS agencies technical representatives as the primary contact for second level telecommunications, VoIP and IP camera support. Notifies appropriate IT personnel within the branch of unusual problems requiring immediate action. Logs documents and maintains history records on Information Technology production problems. Checks quality and distributes reports requested by users for on-site and remote users. Assists in coordinating the resolution of applications/software systems problems impacting day to day operations. Assists and provides back-up support to systems and programming personnel as needed. Assist in resolving technical computer operations equipment problems. Responds to user questions and resolves hardware/software problems on the WRPS VoIP and video network. Monitors, troubleshoots and maintains computer systems including Telephony and Dictation Systems. Logs each call into the Help Desk Software, so that appropriate action can be taken. Initiates corrective action or carries out instructions to resolve system problems with daily tasks. Ensures all calls are resolved in a minimum amount of time. Monitors access and supports existing policies and procedures of WRPS. Manages mobile devices, sets up new users and instructs members on its operation. Tests new equipment; installs upgrade software and hardware; troubleshoots mobile device issues; and creates, maintains and configures user databases and systems if required.
Page 2 of 6 Position Code #P10292 Responsible for voice and data cable installation and ensures data circuits are in good working condition. Analyzes data circuits for usage and ensures proper bandwidths are used. Sets up telecommunications and video servers, switches and associated hardware. Maintains Blackberry, VoIP and Camera servers. Installs mobile RMS and CAD application and GPS tracking software in Blackberry devices and performs testing with mobile vendors. Troubleshoots GPS, hardware and software issues. Provides computer support to the Video System and Telephone Recording systems. Installs, configures and maintains a call manager, manipulates network measurement devices, installs and configures VoIP switches and routers and backup messaging servers. Provides support for video and telecommunications systems. Sets up voicemail and extensions, processes name changes, troubleshoots phone related problems and upgrades new patches and software for phone system. Programs and sets up 911 phones and backup system. Notifies Bell 911 when CAD is affected, in response to alarm. Accesses and maintains a variety of confidential information and files to respond to requests for information as directed including personnel files, criminal files, CPIC and PARIS. Provides assistance and technical support to the other members of the IT Department, bringing troubleshooting issues to their attention. Maintains and updates technical and user documentation as directed. Recognizes and identifies potential areas where existing IT Support policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion. Provides backup support for the Telecommunications Technician performing hardware technical support functions for the mobile workstations. Performs other related duties as assigned. RESPONSIBILITIES FOR MATERIAL/FINANCIAL RESOURCES: Ensures that cameras, mobile phones and telephones are maintained in good working condition. Deals with Blackberry and telephone related supply, service operation and installation requirements. Does trouble shooting and maintenance of equipment including telephones, cell phones, tablets, pagers, and other mobile devices used by police service members. Notifies external vendors for servicing and repairs if required. Ensures that Digital Video Recording servers are properly maintained and optimized for performance. Ensures that all VoIP and Telephony gateways, switches and routing is are properly maintained and configured.
Page 3 of 6 Position Code #P10292 Researches new technology, obtains pricing information for vendors to order new hardware and provides recommendations for VoIP and IP camera solutions. NATURE & IMPACT OF ERROR: Improper setup of telecommunication systems may result in problems for other users on the system unable to access telephony application systems on the network and large liability issues if there are negative impacts on our 911 systems. Improper setup of Camera systems may result in custody and interview video evidence being lost. Errors may occur when terminating the process of a user, which may cause down time. RESPONSIBILITY FOR SUPERVISION OF STAFF & OTHERS: The incumbent has no formal responsibilities for supervision of staff and others. Provides ongoing guidance and training to assist others in working through related internal information problems. Explains capabilities and system enhancements to WRPS members. CONTACTS & HUMAN RELATIONS: Internal: Has regular contact with WRPS members. Receives direction, guidance and work assignments from the Infrastructure Manager. Has daily contact with immediate co-workers within the branch. Responds to calls daily from civilian and sworn members of all ranks, through Help Desk Tickets, by phone, in person, and by e-mail. External: Has regular contact with PRIDE partners, outside technical support servers, equipment and software suppliers, contractors and vendors about software, hardware or network installation issues and operational problems. EFFORT (Mental/Physical): Applies well-defined guidelines regarding the requirements of the Technology Resources Procedure, the Municipal Freedom of Information & Protection of Privacy Act (MFIPPA), Access to Information and Records Disclosure protocol, CPIC Rules, Regulations and Policies Reference Manual, the Records Branch RMS & Dictation Manual, and Statistics Canada Uniform Crime Reporting II Coding guidelines when responding to requests for technical assistance. Sets up and uploads programs, re-installs software or refers to Tier 3 support as necessary. Responds to calls for assistance as received by the Help Desk. Responds to system crashes to assess and gather information to troubleshoot and repair systems and network problems. Responds to off hours calls with a supplied Blackberry to resolve problems. Accesses confidential files and assists staff who are responsible for the input to those files. Schedules
Page 4 of 6 Position Code #P10292 and organizes own work according to ongoing projects and volume of calls. Provides input into reports and the release of information. Maintains current knowledge and skill level through self-study, reading journals, and through formal outside courses. Attention to detail and manual dexterity required to work with hand tools and small computer parts. Lifts and carries personal computers, monitors, printers and is exposed to personal computers filled with dust and dirt. Is required to crawl under desks and workstations to install computers, hook up cameras, cables and wiring. Climbs ladders to hook up computer wiring if required. Exposed to fan noise in computer room. WORKING CONDITIONS: Work is performed in a standard shared open concept office, subject to walk-in traffic. Incumbent is required to travel within the Region or to WRPS partner services to assess, troubleshoot, install and repair computers and related equipment. Due to the nature of work, incumbent is subject to constant interruptions by end users to resolve problems and provide assistance. Determines urgency and priority when responding to calls for service so that assistance can be provided in a timely manner. May be required to report to work after regular shift to support emergency issues with the network infrastructure and create patches to temporarily fix problems. May be required to work extended and or varying hours to ensure assigned work advances in a timely manner. May be required to be on call outside of regular shift to provide end user and computer operator support and to set up calling campaigns in the case of an emergency evacuation. Contacts are occasionally impatient and unreasonable, requiring the incumbent to be polite and tactful as well as informative when interacting with vendors and others to persuade or elicit cooperation. Incumbent exercises care and takes precautionary measures to avoid falls when climbing ladders or electrical shock when installing computer cables and equipment. SKILL: a) Knowledge: Basic knowledge of reading, writing, mathematical and communication skills, normally acquired through the attainment of an Ontario Secondary School Diploma or equivalent as determined by the Ontario Ministry of Education. Knowledge of trouble shooting, diagnosing and repair of problems in video and telephony equipment, software/hardware and operating systems and applications, plus network administration, normally acquired through the attainment of a certificate or diploma in Telephony, Electronics or equivalent education. Two years of related experience in the
Page 5 of 6 Position Code #P10292 Information Technology, Telephony or Video and customer service areas is required. Experience working in an emergency service or call center environment preferred. Time management and prioritization skills are required to respond to requests in a reasonable time frame. Skill in the operation of a personal computer and basic knowledge of Microsoft Office Suite, with basic keyboarding skills. Working knowledge of Windows operating systems, Transmission Control Protocol/Internet Protocol (TCP/IP), including configuration, mapping, security and troubleshooting.. Acquired basic knowledge of police computer networks and systems such as the Police Records Information Data Entry system (PRIDE) Records Management System (RMS), the Intranet, the Dictation System, the Canadian Police Information Centre (CPIC) system, and the Ministry of Transportation Ontario Police Automated Registration Information System (PARIS) to perform queries, locate information, send messages and troubleshoot IT issues. Familiarity with police records file keeping, storage and query methods, the judicial system and related paper flow processes, court terminology, police related agencies, and the policies and procedures pertaining to the computerized records keeping and processes, as related to the integration and operation of computer systems and networks within the police service. Basic knowledge of WRPS organizational structure, chain of command, and branch functions. Ability to reference procedures of the Records Services Branch RMS & Dictation Manual, the Micro Computer Policy, the CPIC Rules, Regulations & Policies Reference Manual, following clear instructions to consistently perform IT related job troubleshooting tasks and to comply with the Records Retention Schedule and the Freedom of Information & Protection of Privacy Act. Communication and customer service skills required to obtain information as required; to provide suggestions and explore solutions to resolve end user computer related problems; to clearly and concisely provide explanations to assist end users with different levels of technical understanding; and to represent the police service in a positive, professional manner. Ability to organize, delegate, follow-up and respond to help desk calls for assistance in a timely manner. A valid Class G Ontario Driver s License with no more than six demerit points required to travel within and outside the region to respond to calls for service. Ability to drive police vehicle in inclement weather conditions, while monitoring traffic conditions. Ability to meet police security clearance requirements and to maintain confidentiality. Ability to participate as an effective team member to support and project values compatible with the organization. Ability to meet testing requirements for the position.
Page 6 of 6 Position Code #P10292 b) Language Communication (Written & Verbal): Ability to verbally respond to and provide advice and guidance to end users who are familiar and unfamiliar with computer terminology. Ability to communicate with professionals outside the police service such as contractors and government agencies about telephony, Voice over IP (VoIP) and IP camera technology. Ability to write and update user manuals and technical reports. Ability to produce computergenerated reports as requested. Ability to read and comprehend technical journals, periodicals and catalogues to remain current in information technology.