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Cisco Unified Communications Specialist

Mississauga, ON, CA Edmonton, AB, CA Calgary, AB, CA

Requisition Number: 83299 

Managed Services – Cisco Unified Communications Specialist

Office Location:  Calgary / Toronto / Edmonton

Role reports to:  Team Lead – National Operations Centre




Insight Canada Managed Services provides infrastructure support and monitoring for several clients.  We are looking for highly skilled Unified Communications Support Specialists to analyze, troubleshoot, consult, and maintain the UC environments.


As part of the Insight Canada team, you will be a member of a highly innovative solutions environment where the people are dedicated and focused on continuous learning and growth opportunities.


Insight Canada is an organization that encourages and supports ongoing training and development opportunities. We are composed of a talented, diversified workforce that performs collectively in an entrepreneurial and flexible environment. Our Teammates have access to the latest and greatest technologies in performing their daily activities. In addition, we offer an attractive compensation program and a comprehensive benefits package which includes Dental, Health Care, Vision, Short/Long Term Disability, Accidental Death and Dismemberment, Life Insurance, and Travel coverage.


Core Responsibilities:


  • Be customer-centric and very comfortable working in various complex UC environments.
  • Troubleshoot and resolve issues in customer environments.
  • Communicate with customers, teammates, and management.
  • Provide thorough ticket updates.
  • Coordinate with vendors to repair or replace hardware.
  • Monitor customer environments and infrastructure.
  • Troubleshoot incidents and manage problems pertaining to Cisco Unified Communications.
  • Look for constant improvement in an always evolving market.
  • Understand the root cause of our customer’s problems and provide technical and non-technical solutions to address them.
  • Work with a dynamic customer-centric team of support professionals as we push the envelope of enterprise unified communications solutions.


  • Follow ITIL practices regarding incident, problem and change management.
  • Perform system administration on storage and backup equipment.
  • Document and update technical procedures, administrative processes, configuration management, and provisioning.
  • Deploy new services and environments for customers and internal systems.
  • Create, update and maintain customer build documents and runbooks.



  • Computer Science degree or equivalent in real-world experience.
  • 5-7 years’ deep knowledge of Cisco Unified Communications solutions and concepts with hands-on functionality and availability/performance troubleshooting knowledge.
  • Solid understanding of different firewall technologies including Cisco, Palo Alto, and FortiGate.
  • General knowledge of network communications protocols, particularly SIP.
  • Specific knowledge and experience with Cisco Unified Communications technologies.
  • Experience in a fast-paced environment handling customers directly and efficiently through CRM and over the phone.
  • Knowledge of Cisco Unified Communications solutions including Call Manager, Unity, IM&P, and Voice Gateways. Knowledge of UCCX, and Expressway.
  • Experience working with Cloud Solutions is considered an asset.
  • Excellent technical design and documentation skills and be able to mentor other team members and help with the design and build of various solutions.
  • CCNA-Collaboration or any VoIP-related certification would be an asset.
  • Applied experience documenting technical environments.
  • Strong understanding of ITIL practices.
  • Superior organization skills and a strong attention to detail.
  • A willingness to learn new technologies while working in a fast-changing environment.
  • CCNA-Collaboration or any VoIP-related certification would be an asset. Bonus if you also possess other certifications to include Contact Center Specialist, CCNA Route/Switch, etc.
  • Excellent written and verbal communication skills, and ability to communicate complex ideas to a variety of audiences.
  • Effectively manage multiple projects/tasks of varying complexities, meeting deadlines and working well under pressure, along with proven analytical and creative problem-solving abilities.
  • Excellent customer service skills and a strong ability to diffuse tense customer situations and project a positive, confident outlook.
  • Able to participate in the on-call rotation and after hours work as required.
  • Bilingual English/French verbal and written language skills is considered an asset.
  • Candidates applying for the position must be legally able to work in Canada.


We thank all candidates for their interest, however, only those selected for interviews will be contacted.


About Insight

Insight’s success begins with our people making meaningful connections every day. Our culture lives in our teammates. Insight is looking for great people who will embrace our values of Hunger, Heart and Harmony. Hunger to create new opportunities for our clients. Heart to make a positive impact in people’s lives. Harmony to celebrate each other’s unique contributions to bring solutions to clients.


Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at 

  • Founded in 1988 in Tempe, Arizona
  • 11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
  • $8.3 billion in revenue in 2020
  • Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
  • 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
  • Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work
  • Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance

Today's talent leads tomorrow's success. Learn about careers at Insight:


Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.


Posting Notes: Mississauga || Ontario (CA-ON) || Canada (CA) || None || None || CA - Mississauga, ON; CA - Calgary, AB; CA - Edmonton, AB ||

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