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.

30 May Cloud Engineer – 2nd Line

JOB PROFILE:
Job Title: Cloud Engineer – 2nd Line
Division: Customer Support
Subdivision: Cloud Support
Reports to: Chief Cloud Officer
WORKING RELATIONSHIPS:
Internal:
  • Sales
  • Accounts
  • Pre-Sales (Product Specialists)
  • Customer Support (Voice, Networks, and Security)
  • Operations
  • Management
External:
  • Suppliers
  • Resellers
  • Customers
JOB SUMMARY:
Main purpose of position: As a 2nd Line Cloud Support Engineer, you will be working within our existing, highly skilled, innovative, and driven Cloud Support team, allowing you to be a Cloud Ambassador for all our cloud products. You will be working with all the latest cloud computing technologies, and ensuring our customers get a return on their investment into our products and support.
Responsibilities and duties:
  • Collaborating with team members to evaluate and implement cloud technologies.
  • Modifying and improving existing systems.
  • Regularly reviewing existing systems and making recommendations for improvements.
  • Interacting with clients/resellers, and suppliers, providing cloud support, and making recommendations based on client needs.
  • Educating teams on the implementation of new cloud technologies and initiatives.
  • System maintenance and administration
  • Daily reporting on client services and systems.
Desired skills & experience
  • Microsoft 365
  • Azure (Basic)
  • DNS, SSL & Domains
  • Networking Skills (Basic)
  • Exchange 2013+
  • Active Directory
  • Skilled in Windows Server
  • Experience with Veeam
Minimum experience: 2 years’ minimum experience in a Technical Cloud Support position, within the ICT telecommunications/ ISP industry.
Minimum qualification:
  • A+, N+, MCSE or equivalent
  • AZ-900
  • MS-900
Additional requirements:
  • Must have own transportation and a valid driver’s license.
  • Must be a South African Citizen.

30 May Cloud Engineer – 3rd Line

JOB PROFILE:
Job Title: Cloud Engineer – 3rd Line
Division: Customer Support
Subdivision: Cloud Support
Reports to: Chief Cloud Officer
WORKING RELATIONSHIPS:
Internal:
  • Sales
  • Accounts
  • Pre-Sales (Product Specialists)
  • Customer Support (Voice, Networks, and Security)
  • Operations
  • Management
External:
  • Suppliers
  • Resellers
  • Customers
JOB SUMMARY:
Main purpose of position: As a 3rd Line Cloud Support Engineer, you will be working within our existing, highly skilled, innovative, and driven Cloud Support team, allowing you to be a Cloud Ambassador for all our cloud products. You will be working with all the latest cloud computing technologies, and ensuring our customers get a return on their investment into our products and support.
Responsibilities and duties:
  • Collaborating with team members to evaluate and implement cloud technologies.
  • Modifying and improving existing systems.
  • Regularly reviewing existing systems and making recommendations for improvements.
  • Interacting with clients/resellers, and suppliers, providing cloud support, and making recommendations based on client needs.
  • Educating teams on the implementation of new cloud technologies and initiatives.
  • System maintenance and administration
  • Daily reporting on client services and systems.
Desired skills & experience
  • Microsoft 365
  • Azure (Basic)
  • DNS, SSL & Domains
  • Networking Skills (Basic)
  • Exchange 2013+
  • Active Directory
  • Skilled in Windows Server
  • Experience with Veeam
  • Citrix Virtual Apps & NetScaler
  • Hyper-V and VMWare
Minimum experience: 5 years’ minimum experience in a Technical Cloud Support position, within the ICT telecommunications/ ISP industry.
Minimum qualification:
  • A+, N+, MCSE or equivalent
  • AZ-900
  • MS-900
  • AZ-104
  • VMCE (Beneficial)
Additional requirements:
  • Must have own transportation and a valid driver’s license.
  • Must be a South African Citizen.

30 Mar Internal Sales

Internal Sales   CipherWave is a South African Internet Service Provider (ISP) that provides growing businesses with a range of solutions to help them connect, communicate, and collaborate with their customers, employees, and suppliers. We own and manage our own network infrastructure, which enables us to provide efficient, speedy service and support that our customers can count on 24/7.   CipherWave prides itself on customer service and technical ability and as such is looking for a successful candidate to join and support the Sales team.   JOB DESCRIPTION
  • Ensure that there is a maintained relationship within every customer account, within your allocated account base.
  • Ensure that a strategy and a daily tactical plan is in place to maximise cross-selling, upselling and renewal opportunities so as to maintain a healthy sales pipeline, sales forecast and sales nett new closure of new business sales guided by your allocated new business sales target and allocated customer base.
  • Identify any possible threats, competitors and consultant influences that may cause the customer to consider any form of cancellation.
  • Ensure that you consistently meet agreed nett of churn sales new business targets.
  • Weekly monitoring and reporting of contract renewal dates, and renewal proposals to be adhered to in order to maintain extremely high customer retention levels.
  • Utilise and incorporate competencies of the services of any of our ” Sales Specialist” & “Product Managers” to ensure that we offer our customers the best possible solutions and options for their business.
  • Foster an atmosphere of self-study with regards to trends in the Telecommunications market so as to ensure that the company is viewed as a leader within our industry.
  • Ensure that daily customer sales calls, sales contact and update calls are adhered to.
  • Ensure that you remain relevant within the operational, finance and support workflow process to support your customer via these touchpoints.
  • Attend all Sales and Relevant Internal meetings timeously.
  • Work attendance is to be in line with the company set out work timelines.
  • Must be able to develop and build a cross-sell matrix (white space report) against your account base as part of your account planning strategy and tactical approach.
  • Understand each customers business segmentation, industry and core line of business which will help in turn for you to be able to offer suitable advice and solutions to the customer.
  • Reporting via your sales forecast, sales pipeline and sales activity to be carried out and submitted to your reporting line on a weekly basis or whenever requested by your reporting line.
  • Must be able to work as part of the sales team and extended departments on special projects and initiatives.
  • Close positively on your agreed monthly sales targets as set out by your line manager.
  • Must be well-spoken with extremely professional telephone skills and manners.
  • Must have the ability to write and to quote customers via Email with excellent Email etiquette.
  • Must be able to adhere to the company Vision, Mission and values at all times in a responsible manner.
  • The above includes but is not limited to the required output.
JOB KNOWLEDGE AND SKILLS
  • Minimum of 2 years of Internal Sales experience required within the technology industry.
  • Excellent telephone manner
  • Excellent time management and personal organizational skills
  • Ability to work to deadlines
  • Ability to work without close supervision
  • Ability to work closely with instructions
  • Excellent numeracy skills
  • Excellent communication skills
  • Strong attention to detail
  • Proficient at Microsoft Office
  • Proficient use of Excel
  • Telesales skills
  • Ability to demonstrate effective interpersonal and influencing skills
  • Demonstrate a good level of negotiation skills with internal and external customers
  PERSONAL QUALITIES
  • Well presented
  • Professional
  • Enthusiastic
  • Flexible
  • Patient
  • Proactive
  • Punctual
  • Sense of humour
Should you not hear back from us within 2 weeks of your application kindly deem your application unsuccessful.