IT Support Analyst IV
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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IP Telephony and Contact Center Support, with a strong focus on Cisco Unified Communications technologies and system administration. Capable of providing operational support, troubleshooting, and maintaining compliance with performance standards.
Highest-signal resume keywords
Cisco Unified Communications ManagerIP Telephony SupportSystem AdministrationIncident ManagementKPI Reporting
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Provide frontline support to TD Bank’s Contact Center Infrastructure
- Manage maintenance functions, diagnostics, advanced incident management, and surveillance of Voice and UCCE environments
- Perform programming and implement solutions into production
- Build required technical and operational documentation
- Participate in on-duty rotation to support the platform
- Perform production implementations after business hours
- Provide level 2 operational support for troubleshooting and provisioning solutions
- Diagnose and resolve hardware and software incidents/problems
- Administer systems and coordinate technical changes
- Monitor system health, performance, and capacity
- Maintain system uniformity and compliance with rules and standards
- Report KPIs including availability, incidents, and changes
- Identify and escalate urgent situations
- Collaborate with support groups
Requirements
What you’ll need- 5 year experience in IP Telephony and Contact Center Support environments
- Excellent knowledge of Cisco Unified Communications Manager (Call Manager)
- Knowledge of Cisco Unity Connection
- Knowledge of Cisco Unified Intelligent Contact Management Enterprise (ICM)
- Knowledge of Cisco Unified Customer Voice Portal (CVP)
- Knowledge of Verint – Ultra Call Recording tool
- Knowledge of VIM – Reporting and Real time Display (Exony)
- Knowledge of CUSP, CUBE, VXML gateways
- Knowledge of TCP/UDP/SIP/RTP protocols
- Second level support experience diagnosing and resolving hardware and software incidents/problems
- System administration and coordination of technical changes to hardware and software
- System monitoring and health checking, including performance and capacity reporting
- Ability to maintain system uniformity and compliance with rules and standards
- Ability to report on KPIs including availability, incidents, and changes
- Ability to identify and escalate situations requiring urgent attention
- Sound reasoning and methodical problem-solving processes
- Ability to generate alternative solutions to incidents
- Highly organized and able to multitask in a fast-paced, dynamic environment
- Strong verbal and written communication skills
- Strong team-player and self-motivated
- Ability to work on-call rotation
- Strong communication skills in French and English are essential
- For Quebec positions: maîtrise d’une langue autre que le français to support employees requiring services in another language
Benefits
Comp & perks- Base salary and variable compensation
- Health and well-being benefits
- Savings and retirement programs
- Paid time off
- Banking benefits and discounts
- Career development
- Reward and recognition programs
- Regular development conversations
- Training programs
- Online learning platform
- Mentoring programs
- Training and onboarding sessions
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Cisco Unity ConnectionCisco Unified Intelligent Contact ManagementCisco Unified Customer Voice PortalVerint – Ultra Call RecordingVIM – Reporting and Real Time DisplayCUSPCUBEVXML GatewaysTCP ProtocolsUDP Protocols
Soft Skills
Strong Verbal CommunicationStrong Written CommunicationHighly OrganizedMethodical Problem-SolvingTeam Player
Tools & Technologies
Voice and UCCE EnvironmentsIncident Management ToolsSystem Monitoring Tools
Industry Keywords
Contact Center InfrastructureSystem Health MonitoringPerformance ReportingCompliance StandardsOn-Call Rotation