MANAGED TELECOM / INFRASTRUCTURE TECHNICIAN
Location: Burlington, ON — field-based across Southern Ontario Type: Full-time, permanent (40 hours/week)
Department: Technical Services
Reports to: Service Delivery Manager
Salary: $70,000 – $80,000 annually, based on experience and certification
ABOUT THE ROLE
Switchboard Communications is a managed service provider delivering voice, network, and IT infrastructure services to clients across Southern Ontario.
We're hiring a Managed Telecom / Infrastructure Technician to own two things: the phone system — RingCentral & 3CX support, installation, configuration, and cutover — and the physical layer underneath it — structured cabling, terminations, fibre, racks and cabinets, and the network gear that lives in them.
This is a hands-on field role. You'll support RingCentral / 3CX / AVAYA environments day to day, and you'll also pull cable, terminate jacks, and dress cabinets to a professional standard. We need someone who moves confidently between client sites, phone-system administration, network equipment, and physical build-outs — not someone limited to desk-based support or cabling alone. Switchboard is a small, growing team where individual contribution matters.
The right person will be trusted with meaningful client-site work early and will have room to grow into larger technical, project, or leadership responsibilities.
WHAT YOU'LL DO
- Phone Systems & VoIP (primary focus) Day-to-day RingCentral & 3CX support: extensions, DIDs, call queues, IVRs, sites, e911, moves/adds/changes, handset swaps, and end-user walkthroughs. Install, configure, and cut over VoIP systems and endpoints — desk phones, softphones, conference units, paging, analog gateways.
- Run legacy phone-system migrations to RingCentral or 3CX end to end: discovery, planning, configuration, testing, cutover, and post-migration support — on site or remote, depending on the project.
- Conduct site discovery for migration scoping: existing system inventory, carrier and trunking details, extensions, DIDs, call flows, IVRs, paging, fax, analog lines, cabling, network readiness, and cutover risks.
- Own cutovers: pre-flight checks, number ports, test calls, cutover day, and post-cutover cleanup.
- Support existing 3CX, Avaya, and Nortel systems through moves/adds/changes, migration, and decommission.
- Troubleshoot dial tone, SIP registration, one-way audio, jitter, and call-quality complaints.
- Configure and verify voice VLANs, QoS, PoE, SIP trunking, STUN, and the port-forwarding rules voice depends on — including re-creating that configuration when a firewall or router is replaced, so a hardware swap never silently kills a client's phones.
- Document dial plans, extension maps, call flows, and cutover runbooks.
Structured Cabling & Terminations
- Pull, route, and dress Cat5e/Cat6/Cat6A copper in commercial and industrial environments.
- Terminate and test jacks, patch panels, and keystones to ANSI/TIA-568 standards.
- Terminate, splice, and test single-mode and multi-mode fibre; build and certify fibre links.
- Re-terminate, shorten, and re-dress existing cabinets during moves and consolidations.
- Certify, label, and document every run; produce as-built records.
Cabinets, Racks & Physical Build-Out
- Install and anchor wall-mount and floor-standing cabinets, open racks, ladder rack, and cable tray.
- Relocate live racks and cabinets, including planned after-hours cutovers.
- Rack, power, and dress switches, firewalls, UPSs, patch panels, and DAC/fibre uplinks. Install access points, cameras, and network devices — ceiling, high-bay, and exterior mounts.
- Manage power, grounding, airflow, and cable management to a professional finish.
Networking
- Stage, install, and commission switches, routers, firewalls, and wireless — primarily Ubiquiti UniFi (UDM/UDM Pro, switching, APs).
- Configure and verify VLANs, PoE, uplinks, SSIDs, IP addressing, firewall and policy rules, port forwarding, and site-to-site/client VPN.
- Troubleshoot link, PoE, and connectivity faults at the physical and access layer.
Safety & Site Conduct
- Work safely from ladders, scissor lifts, boom lifts, and fixed platforms.
- Follow site-specific health and safety requirements and complete required orientations.
- Keep a clean, safe, professional work area in occupied client buildings.
Service Delivery
- Review the full ticket before starting work and again before closing it — steps, parts, documentation, and follow-ups complete.
- Record installed equipment on the ticket, including model and serial number, so work is documented and invoiced correctly.
- Log time in Halo (our PSA) the same day, against the correct ticket.
- Submit your timesheet before the start of the next week.
- Communicate status clearly to the client and the internal project lead; escalate blockers early rather than closing out something that isn't done.
- Take part in project planning, site surveys, and materials take-offs.
WHAT YOU NEED
Telecom & Voice
- RingCentral / 3CX or VoIP PBX experience — support, provisioning, deployment, or administration where hosted or on-premise.
- Hands-on VoIP install and cutover experience: handset provisioning, dial plans, call routing, e911.
- Working understanding of SIP, voice VLANs, QoS, and PoE as they affect call quality.
- Comfortable owning a cutover: pre-flight checks, port timing, testing, and same-day issue resolution.
Infrastructure
- Demonstrable hands-on structured cabling, low-voltage, or network infrastructure installation experience. We care more about what you can do on site than about a year count.
- Copper termination and testing (jacks, patch panels, certification testers).
- Fibre termination and testing (fusion splicing, connectorization, OTDR / power meter).
- Experience installing cabinets, racks, tray, and ladder rack from scratch. W
- orking at Heights certification — current or previously held. We pay to renew or recertify.
General
- Genuinely comfortable with computers and web-based admin portals. You'll spend real time in RingCentral, UniFi, and our ticketing system — not just on a ladder.
- Comfortable working in active commercial environments: offices, warehouses, plants.
- Valid Ontario driver's licence, clean abstract, and a reliable vehicle for travel between client sites.
- Able to lift 50 lbs and work on lifts and ladders, in ceilings, crawl spaces, and mechanical rooms.
- Clear written and verbal communication; able to represent Switchboard professionally on client sites.
NICE TO HAVE
- Avaya or Nortel — install, moves/adds/changes, or decommission. Optional, but a real bonus, Teams Phone / Teams Voice deployment.
- Comfort using AI tools day to day for research, documentation, and troubleshooting. We use them heavily and would rather hire someone who already does.
- IT support background — helpdesk or desktop support, Windows 10/11 troubleshooting, printers and peripherals, basic user onboarding.
- Microsoft 365 fundamentals — user and licence administration, Exchange Online, Teams, MFA resets.
- Deeper Ubiquiti UniFi experience (UDM, switching, APs, Protect, Identity/WireGuard VPN).
- Elevated Work Platform / lift certification,
- WHMIS, First Aid & CPR.
- Fire alarm, access control, or CCTV installation exposure.
- MSP or multi-client service experience.
- Familiarity with a PSA/ticketing system (Halo PSA, ConnectWise, Autotask).
Don't have all of these? We train and certify on UniFi, lift operation, WHMIS, and First Aid & CPR.
WHO THRIVES HERE
- Someone who can walk into a live office, cut over the phones, and have every desk working before end of day.
- Someone who reads the whole ticket, checks their own work, and closes things out properly the first time.
- Someone who takes pride in a clean, labelled, documented install.
- Someone comfortable working independently on a client site without a supervisor over their shoulder.
- Someone who likes variety — no two buildings, racks, or cutovers are the same.
- Someone who wants a career here, and wants to grow into project lead, voice specialist, or network engineering work.
COMPENSATION & BENEFITS
- Salary: $70,000 – $80,000 annually, based on experience and certification.
- Employer-paid health and dental benefits after 3 months.
- 3 weeks vacation from your first year — above the Ontario statutory minimum and time off around Christmas.
- Paid certification and recertification: Working at Heights, lift, , RingCentral, and vendor training.
- Laptop, some tools, test equipment, and PPE provided.
- Mileage reimbursed at the CRA prescribed rate for travel between client sites — 73¢/km for the first 5,000 km and 67¢/km after that (2026 rates).
HIRING PROCESS
- Screen — a brief call to confirm the basics.
- Practical interview — we open with a hands-on technical question and go from there. Expect real scenarios: a phone that won't register, a router swap that killed dial tone, a cabinet that needs re-terminating.
- Team interview — with the technician you'll be working alongside. One rule: answer the technical questions yourself. We want to hear your own knowledge and troubleshooting approach, so no AI tools, search engines, or outside help during the interview.
APPLYING
Apply directly through this posting.
We'll ask you one question as part of your application: what's the most complex install or cutover you've completed? A few honest sentences beat a polished cover letter — that's the first thing we read.
Switchboard Communications is an equal opportunity employer. Accommodations are available on request for candidates taking part in any aspect of the selection process.
Pay: $65,000.00-$80,000.00 per year
Benefits:
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Mileage reimbursement
- Paid time off
Experience:
- Structured Cabling: 3 years (required)
- MSP or Managed Telecom provider: 3 years (required)
- Ring Central / 3CX / VoIP : 3 years (required)
Language:
Licence/Certification:
- Driving Licence (required)
Work Location: Hybrid remote in Burlington, ON L7N 3W8
