Specialist : Network & Voice

Isilumko Staffing; Pretoria; On-site; ZAR 200,000 - 350,000; Full time

Job summary

A leading staffing agency in South Africa seeks a skilled VOIP support technician to maintain and improve their telephony infrastructure. You will be responsible for monitoring and troubleshooting VOIP systems, managing network devices, and coordinating with third-party suppliers to ensure optimal performance. Ideal candidates have an IT degree and relevant certifications, offering a dynamic environment that fosters professional growth.

Qualifications

• 1 - 4 years IT experience minimum.
• Insurance industry experience of 3 years is an advantage.

Responsibilities

• Support and maintain VOIP infrastructure and Cisco systems.
• Troubleshoot WAN/LAN issues and monitor network performance.
• Liaise with 3rd party suppliers and provide reports.

Skills

IT experience

Cisco switch configuration

VOIP troubleshooting

IP Telephony support

Network performance monitoring

Education

IT related degree / diploma

Technical / Legal Certification

CCNA / CCNP Routing & Switching

CCNA Wireless

Job description

Provide support and maintain VOIP infrastructure

• Monitor voice servers (Cisco and Real Connect), SIP trunks and gateways for problems (Switchboard system, Cisco Call mangers, Cisco Transcoders, Cisco Session Boarder Controllers, and Cisco voice gateways)
• Create user profiles for Cisco phones; add Cisco phones and user profiles to the CUCM; assign users to relevant groups, create hunting groups, assist users with logins and configuration of forwarding options.
• Create user profiles for Real Connect soft phones; install and configure Real Connect soft phones, setup user extensions, allocate users to relevant groups / campaigns and create forwarding options.
• Install, support, and maintain Cisco VOIP infrastructure.
• Log calls, follow up and escalate any system related issues with the vendors for the Real Connect system and Cisco IP telephony system.
• Assist with integrations with external parties for automatic loading of leads and create different campaigns (SMS campaigns, TV ads etc.)
• Provide support to end-users for Cisco handsets and Real Connect soft phones.
• Provide IP Telephony troubleshooting of the company’s telephony system (Cisco).
• Configure and support Polycom and Cisco teleconferencing systems.
• Support and maintain billing system (voice engine) and assist users with telephone billing queries.
• Monitor recording of calls on Cisco handsets and Real Connect system.
• Ensure that voice loggers / recordings servers are operational and attend to any errors / issues.
• Provide end to end support for the Real Connect telephony system and Cisco IP telephony system.
• Conduct weekly Cisco IP telephony and Real Connect system back-ups.

Configure, troubleshoot, and monitor LAN / WAN infrastructure

• Assist with troubleshooting of issues on Cisco switches and network links when problems occur at the branches countrywide.
• Configure, support, and maintain Cisco switches on the LAN.
• Assist with setting up of cross-connects.
• Assist with setting up of new network links for the Assupol branches, monitor existing network links and troubleshoot any network performance issues.
• Manage and update the network monitoring system with all the network devices.
• Create and update architectural diagrams for the company’s IPT system.
• Perform traffic analysis on switch trunk interfaces.
• Cisco switches configuration files backups when changes occur.

Liaise and correspond with 3rd party suppliers

• Apply for services with all our external providers (network links, telephony system etc.)
• Obtain quotations from suppliers and assist with the procurement process.
• Ordering of Cisco handsets and switches.
• Conduct proof of concepts when required.
• Report and follow up on faulty network links and telephony system issues with the relevant vendors.

Reporting

• Submit monthly network performance reports.
• Submit monthly telephony system performance reports.

Qualification & Experience

• IT related degree / diploma
• Technical / Legal Certification
• CCNA / CCNPF Routing & Switching (Advantage)
• CCNA Wireless (Advantage)
• IT experience of 1 - 4 years minimum
• Insurance industry experience of 3 years (Advantage)