Snr VoIP Engineer soft switches & SBC’s

Job Ref: TSESes0001
Department: NOC
Reporting To: NOC Manager
Location: Johannesburg – Centurion
Education: Relevant ISP/ICT qualification and/or knowledge of SBC and Soft Switches
Experience: 3-5 years’ experience

Summary

As a VOICE engineer you will be responsible for overseeing the VOICE Support Team and providing support for customers and acting as an escalation point for 1st and 2nd line support team. You will also be involved in managing customer installations and assisting the Voice team with configuring of customer premises Voice equipment. The VOIP Engineer role will form part of the 3rd line escalation team and will be required to be available for standby.

Essential Duties and Responsibilities

  • Provide professional telephonic support to customers
  • Log and complete service requests via the helpdesk system per standard operating procedures
  • Ensure prompt, regular and accurate feedback to all customers
  • Research, diagnose, troubleshoot and document solutions on faults reported
  • Understand and fulfil service level agreements to customers
  • Take ownership of client faults reported and see problems through to resolution
  • Identify and escalate priority issues timeously and accurately
  • Handle escalations from Tier 1 Support Engineers ensuring feedback and mentoring thereafter
  • Modify or Provision client solutions in case of managed solutions
  • Ensure overall customer satisfaction

Supervisory Responsibilities

Not applicable.

Qualifications and Experience

  • CCNA / Mikrotik equivalent certification required
  • CCNP / Mikrotik equivalent certification preferred
  • VOIP Experience
  • 3-5 years cisco, juniper or similar networking experience
  • 3-5 years on Asterix, Portaone
  • Voice Gateway devices (Quantum, Sangoma, Audi Codes)
  • Knowledge / experience with QoS, BGP Understanding of VPN’s (ISPEC, 3DES or VPN Tunnels)

Hard Skills Required

  • Experience in soft switches and SBC’s

Knowledge, Soft Skills and Abilities Required

  • Customer service orientated
  • Possess Excellent verbal and written communication skills
  • Manage client expectations in a professional manner
  • Able to work under pressure to ensure client satisfaction
  • Problem solving skills
  • Soft switches and SBC’s
  • Configuring / support routers/switches/Handsets
  • CCNA or equivalent networking certification
  • Experience working in a support / installation customer environment

Experience and Minimum Requirements

  • Soft switches and SBC’s experience non-negotiable
  • Configuring / Setting up of Voice equipment (routers/switches/Handsets)
  • CCNA or equivalent networking certification
  • Experience working in a support / installation customer environment

Character Traits

Integrity
Honesty, trust and respect towards others

Accountability
Responsible and liable for the role and responsibilities

Communication
Open communication, feedback and sharing

Passion
Passionate and inspired to make a difference in the lives of others. Take pride in work

Empowerment
Sharing of knowledge to set others up for success

Should you be interested in applying for this position, kindly complete the following questionnaire online as thoroughly as possible: The Telecoms Academy.

If you have not heard back from us in two weeks, kindly note that your application was considered unsuccessful.

The Telecoms Academy Team.
T. +27 (0)21 100 3599
E. resume@telecoms-academy.co.za