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VoIP Technician

Job Ref
278571
Job Type
Permanent
Employer Type
Company
Date Added 4 May 2018
Expiry Date 1 Jun 2018
* There have been 30 applications to this job.
* This job has been viewed 3053 times.
Employer:
Nology

Location:
Gauteng (Pta)

Salary:
Market related

Benefits:


Role details:
Job Purpose Summary:
The VOIP specialist will be a champion for all VOIP technologies within Nology, taking ownership of and contributing to all technical aspects of Nology’s VOIP product line.
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Key Duties & Responsibilities:
1) VoIP Product customization and Firmware quality control
a) Comprehensive understanding of customer requirements and assurance of quality Firmware that exactly addresses those requirements.
b) Overseeing and managing the Nology to Vendor leg of the customisation process.
c) Preparation and communication of technical correspondence from Nology to its customers, with respect to new and customized Firmware releases.

2) Technical Customer Contact:
a) Provide a 2nd line support contact point for all VoIP partners (ISPs, ITSPs) on all VoIP products supplied by Nology from time to time.
b) On occasion visit client premises to assess and assist where required.
c) Lead Nology’s understanding of customer VoIP deployments
d) Maintain close technical relationship with Nology’s key customers, maintaining test accounts on their platforms for issue resolution and testing.
e) Provide training to customers and support staff from time to time in the event of new features or technology being developed.

3) Quality assurance
a) Oversee the process of testing newly released and customised Firmware.
b) Play an integral part in VoIP R&D, testing, evaluating and commenting on prospective products as prescribed by the product development team.
c) Attain high competency on all VOIP platforms for customer interaction

4) Knowledge Base Contributions
a) add useful, accurate and technically correct support items to the knowledge base to assist with future queries/troubleshooting/training/call deflection strategies

5) Internal technical administration
a) Ensure that all test documentation, firmware and ISO prescribed documentation is up to date on SharePoint, in liaison with the Product Manager and Technical Director
b) Oversee the efficiency of the Nology and Vendor ticketing systems.
c) Oversee internal training to RMA and support on VoIP products from time to time.

Education and Qualifications Required:
• Grade 12
• A+ N+ Preferential
• MTCNA Advantageous
• Voip course

Experience Required:
• 2 to 4 years’ experience in the telecommunications industry with at least 2 years experience in a VOIP role
• Support, training and customer interaction skills
• Strong competence in IP networking and technologies

Required Skills, Knowledge and Personal Characteristics:
• Fast learner and willingness to be trained
• Good Problem solving and Analysis skills
• Excellent oral and written communication skills in English
• Ability to work effectively on own initiative
• Ability to manage projects within the organization and customer interaction
• Must keep his/her knowledge up to date with related technology trends
• Proficient administration and organisational skills
• Own reliable transport is required



 
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