09 Jun Voice Engineer – 2nd Line

JOB PROFILE:
Job Title: Voice Engineer – 2nd Line
Division: Customer Support
Subdivision: Voice Support
Reports to: Chief Operations Operator (COO)
WORKING RELATIONSHIPS:
Internal:
  • Sales
  • Accounts
  • Pre-Sales (Product Specialists)
  • Customer Support
  • Operations
  • Management
External:
  • Suppliers
  • Resellers
  • Direct Customers
JOB SUMMARY:
Main purpose of position: As a 2nd Line Voice Support Engineer, you will be working within our existing, highly skilled, innovative, and driven Voice Support team, allowing you to be a Voice Ambassador for all our voice products.

You will be working with all the latest Voice over IP technologies, and ensuring our customers get a return on their investment into our products and support.
Responsibilities and duties:
  • Handling support tickets for VoIP related problems.
  • Assisting the projects team on customer installations.
  • Collaborating with team members to provide support to our customers.
  • Interacting with clients/resellers, and suppliers, providing VoIP support, and making recommendations based on client needs.
  • Daily reporting on client services and systems.
Desired skills & experience
  • CCNA advantageous
  • VoIP certification (Asterisk dCAA or equivalent) minimum
  • Configuration of PBX’s, LCR, etc.
  • Good understanding of Sip and related protocols
  • Understanding TCP/UDP/IP and L2/L3/L7 networking protocols
  • Understanding of DNS
  • Experience in working with asterisk-based PBX’s
  • Experience in working with PortaSwitch
  • ISP experience is a plus
  • Understanding firewalls is a plus
Minimum experience: 2 years’ minimum experience in a Technical VoIP Support position, within the ICT telecommunications/ ISP industry.
Minimum qualification: Associate qualification in Voice over IP systems. Course topics / subjects to be included in CV.
Additional requirements:
  • Must have own transportation and a valid driver’s license.
  • Must be a South African Citizen.
Should you not hear back from us within 2 weeks of your application kindly deem your application unsuccessful.