City of Kitchener Careers

Microsoft Teams Telephony Trainer

(Temporary Full Time for approximately 6 months)

Competition Number

2024-386

Job Code

1513

Posting Date

September 17, 2024

Closing Date

September 24, 2024 (at 6:00pm)

Job Status

Temporary Full-Time

The City of Kitchener is a vibrant and dynamic city of approximately 292,000, in the heart of southwestern Ontario. As the largest municipality in Waterloo Region, Kitchener continues to be poised for development and growth, enhancing its reputation as a leader in city-building and innovation, with nationally recognized strategies to build its neighbourhoods, its digital infrastructure and its diverse economy.

The City of Kitchener is WHERE you want to work! Learn more about the top reasons to join us:

Why work at the City of Kitchener

Position Overview:

Under general direction from the Supervisor, IT Service Desk, the Microsoft Teams Telephony System Trainer develops training programs, schedules, and delivers training sessions related to Microsoft Teams Telephony/Ring Central and Corporate Phone Standards for City staff. The Microsoft Teams Telephony Trainer continuously analyzes client training needs and modifies training offerings to best meet the organization's needs.

You might be interested in this role if:

• You have a passion for working collaboratively with staff to deliver great technology training that will have a positive and lasting impact on service delivery and the community.
• You enjoy supporting other staff members to learn new systems.
• You are detail-oriented and can thrive and adapt to changing priorities.
• You enjoy problem solving and working on continuous improvement initiatives. 
• You are inspired by and committed to excellent customer service.

You are:

• A collaborative team player able to work across divisions and departments.
• A problem solver that is focused on the big picture and on forward-thinking approaches.

• Passionate about working together with colleagues and other city staff to achieve learning goals and objectives.

Responsibilities:

• IT and Customer Service Training Program Development and Execution.
• Plans and develops formal technology training courses specific to the use of Microsoft Teams Telephony System and Ring Central, including both software and hardware (such as headsets, handsets, laptops).
• Schedules and delivers 1-1, group, hybrid, and in-person training courses to staff.
• Develops custom training approaches for specific audiences depending on their unique learning needs (e.g. online training, in-person training etc.)
• Research new training materials and training approaches that could help improve the effectiveness and reach of training programs.

• Consulting and collaborating with the Customer Service team to ensure a strong and consistent focus on customer service standards is a core component of the training program.

• Collects and reports on training program participation to report back on implementation percentages achieved and identify any gaps in training that may affect customer service.
• Prepares and provides custom digital and analog (e.g. in-person speaking notes, hard copy learning materials) to ensure management and supervisory staff can continue training support on an ongoing basis, and that there are resource materials staff can refer to following implementation.

• Able to travel to various City and City-affiliated sites to deliver training and support.

• Performs other related duties as assigned.

Requirements:

• 3-year degree / diploma in a related field.
• 2-4 years of experience (e.g., training experience, preferably in a technical field in addition to related computer technology and software experience).
• Ability to develop, prepare and deliver technical course content to a wide variety of clients, from senior executives to frontline staff, with varying levels of comfort with technology while maintaining job relevance and keeping participants engaged in the content.
• Knowledgeable in adult learning principles and methodologies.
• Communication, facilitation and presentation skills to effectively deliver training programs.
• Possess exceptional classroom management skills to take control of the class, keep the content delivery on track and ensure each participant gets value out of the course offering.
• Collaborative skills to work with managers, project teams and staff to identify group or individual training needs and develop training solutions.
• Ability to actively listen to client problems, develop and communicate potential solutions and fine-tune the solution to best meet the client's need.
• Ability to translate feedback and comments from non-TIS staff into technical terms and communicate them to TIS, and the ability to re-package technical information from IT into plain English for staff.
• Ability to work independently and make decisions for the technology training program.
• Expert level knowledge of Microsoft Desktop Operating Systems, Microsoft Office productivity suites and related software.
• Human relations and organizational skills to interact with tact, patience and diplomacy with students and clients, at all levels of computer skills and knowledge, in normal and highly stressful conditions, and to organize and deliver quality training content.

• Reliable with a good attitude and employment record.

Note: All interested applicants are encouraged to apply. In the event there is no successful applicant with the stated level of education and experience, other applicants will be considered if a combination of their education and experience meets the following pre-determined equivalency:

• 2-Year Diploma (or 2-Year Specialized Post-Secondary Program) with minimum 4 year related and relevant experience or 4-Year Honours Degree with minimum 1 year related and relevant experience

The City of Kitchener is committed to an equity-driven, inclusive, accessible, and barrier-free recruitment and selection process, and to ensuring our workforce reflects the full diversity of the community we serve. We welcome applications from Indigenous, Black, racialized and 2SLGBTQ+ persons, as well as other equity deserving groups.

We will accommodate the needs of applicants under the Human Rights Code and Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. Please contact Human Resources at [email protected], or 519-741-2200 ext. 7261 to make your needs known, so that we can support your full and equal participation throughout the hiring process.

We appreciate the interest of all applicants. Only candidates whose skills, experience and qualifications meet the requirements of the position will be contacted.

Please note that as per Human Resources Policy HUM-HIR-110, "Employment of Relatives of Staff Members and Elected Officials":

"The immediate relatives of staff of the Human Resources Division, all Directors, General Managers, or the Chief Administrative Officer and Elected Officials shall not be employed by the City in any capacity.

The immediate relatives of all other Management personnel shall not be employed where such employment would be:

1. within the same Department in the case of permanent full-time, temporary full-time and part-time classifications.

2. within the same Division in the case of students."

Department

Corporate Services

Division

Technology Innovation and Services

Union Affiliation

Non-Union/Management

Number of Positions

1

Hours of Work

35 hours per week, Monday to Friday

Location

Initial Location

City Hall 

City

Kitchener

Compensation

Salary Range

$62,228 - $77,784 annually

effective Nov 1, 2024: $63,682 - $79,602

Grade/Band

7