IT Operations Analyst

RB Global is seeking a driven and technically skilled Telecommunications Analyst to support, optimize, and evolve our global enterprise communications ecosystem. This role is responsible for the day-to-day operation, administration, and continuous improvement of our cloud-based telephony, unified communications, contact center, conferencing, and mobility platforms supporting employees and customers across multiple regions worldwide.

The ideal candidate combines deep technical expertise with exceptional customer service, thrives in a fast-paced global environment, and takes ownership of delivering reliable, scalable, and secure communication services. This individual will play a key role in supporting strategic initiatives, driving modernization efforts, and ensuring operational excellence across our communications technology landscape.

What You'll Do

Manage and support RB Global's global telecommunications and unified communications environment, with a primary focus on RingCentral UCaaS and Contact Center solutions.
Administer, configure, troubleshoot, and optimize enterprise voice, messaging, video, contact center, and mobility services.
Act as a technical SME for telephony and collaboration technologies, providing guidance to business stakeholders and IT teams.
Respond to incidents, service requests, and escalations through ServiceNow while meeting established service levels.
Partner with business units to deliver communications solutions that improve operational efficiency and employee experience.
Lead or participate in global telecommunications projects including migrations, expansions, platform upgrades, integrations, and technology refresh initiatives.
Manage user provisioning, call routing, auto attendants, call queues, IVRs, number management, licensing, and reporting.
Monitor platform performance, identify opportunities for improvement, and proactively address service issues before business impact occurs.
Collaborate with network, infrastructure, security, and workplace technology teams to ensure reliable end-to-end service delivery.
Work closely with vendors and service providers to resolve incidents, manage escalations, and deliver telecommunications projects.
Create and maintain technical documentation, operational procedures, knowledge articles, and support guides.
Support conference room and collaboration technologies across global office locations.
Provide end-user training and technical guidance for communications tools and services.
Participate in after-hours maintenance windows, major incident response, and global support activities as required.
Drive process improvements through automation, standardization, and adoption of industry best practices.

Required Qualifications

• Diploma or degree in Telecommunications, Information Technology, Computer Science, or equivalent experience.
• 5+ years of experience supporting enterprise telecommunications and unified communications environments.
• Strong experience supporting RingCentral UCaaS, RingCentral Contact Center, or similar cloud communications platforms.
• Hands-on experience administering enterprise telephony systems including:
• Call routing
• Auto attendants
• Interactive Voice Response (IVR)
• Call queues
• Direct inward dialing (DID) management
• Voicemail and messaging services
• Contact center operations
• Experience supporting cloud-based PBX and unified communications platforms.
• Strong understanding of SIP, VoIP, QoS, telecommunications protocols, and voice networking concepts.
• Experience administering and supporting Microsoft Teams Phone, Teams collaboration services, and Teams integrations.
• Experience supporting enterprise collaboration and conferencing technologies including Microsoft Teams, Slack, Logitec, and Webex
• Working knowledge of WAN, LAN, wireless networking, and their impact on voice quality and communications services.
• Experience with service management platforms such as ServiceNow.
• Strong troubleshooting and root-cause analysis skills across voice, network, and endpoint technologies.
• Exceptional customer service, communication, and stakeholder management skills.
• Ability to manage multiple priorities and work effectively in a globally distributed environment.

Preferred Qualifications

• Experience supporting telecommunications services across multiple countries and time zones.
• Experience with telecom carrier management, circuit provisioning, and vendor relationship management.
• Experience with contact center technologies and workforce communications platforms.
• Knowledge of telecom security, compliance, and governance best practices.
• Experience with reporting, analytics, and performance monitoring within UCaaS and Contact Center platforms.
• Relevant certifications such as:
• RingCentral Certified Professional
• Microsoft Teams Administrator Associate
• ITIL Foundation
• CCNA Collaboration or equivalent

Success in This Role

• The successful candidate will be a proactive, results-oriented telecommunications professional who:
• Takes ownership of service reliability and customer experience.
• Continuously looks for opportunities to modernize and improve communications services.
• Balances operational support with strategic project execution.
• Builds strong partnerships across IT, business teams, vendors, and service providers.
• Thrives in a global environment supporting critical business communications across multiple regions