Systems Administrator

2 weeks ago

Cape Town, South Africa Wings Global Travel Full time

**PURPOSE OF THE ROLE**

The role has the overall responsibility for the Company’s implemented VOIP systems, end-to-end, including ensuring that they are effectively administered at all times, investigating, resolving and escalating (as necessary) all failures with urgency, and providing ongoing training, analytics and recommendations for improvement to relevant stakeholders.

**MAIN ACCOUNTABILITIES**

**Telephony Administration**
- Create new user profiles in a timely manner as part of the staff movement process, including testing that external connections work, and that the users are linked to all relevant ring groups as required.
- Delete user profiles during staff offboarding procedure.
- Process all support calls, both internal and with external vendors, with urgency, and escalate as necessary in line with internal and external SLA turnaround times.

**Inventory and Invoice Administration**
- Ensure that sufficient licenses and telephone inventory is ordered and loaded in a timely manner, including ensuring that you are aware of recruitment cycles that may require additional inventory.
- Ensure that licenses and phone numbers are properly assigned to the correct cost centre to ensure accurate vendor invoicing and internal cost allocation.
- Ensure that all invoicing queries are resolved with urgency.
- Conduct capacity planning and setup new sites in a cost and performance-effective way.

**Monitoring and Troubleshooting**
- Continuously monitor the system up time and urgently act on any disruptions through the relevant procedures.
- Measure and adjust the performance of the various telephony services, ensuring best practices are applied to the services and peripherals.
- Perform regular tests of all company VOIP phone numbers to identify possible connection errors and call quality deficiencies. Recommend improvement interventions are necessary.
- Provide regular status updates to relevant parties as required.
- Work together with relevant business managers, including Head of IT when necessary, to define policies and procedures relating to VOIP telephony performance and security (as needed).

**Vendor Management**
- Responsible for vendor management, relationship management, SLA compliance and communications.
- When necessary, identify potential vendors and conduct due diligence to determine the most effective vendor or service provider offerings.
- Document issues and define resolutions.

**Processes and Procedures**
- Assist in mapping existing processes and architecture within the system & VoIP network.
- Design, develop, implement, revise and update, processes/procedures that are in line with business requirements, where necessary.

**Reporting and Analytics**
- As required, provide ongoing telephony and call reporting and analytics, using the system tools, and answer questions that my be forthcoming. Where necessary, raise support calls with the relevant external vendor to unpack data analytics further.

**Project Management (Telephony)**
- Assist in planning, recommendation and defining scope with PMO collaboration.
- Activity planning and sequencing, resource planning, developing schedules, time estimating, cost estimating, documentation, creating timelines, risk analysis, managing risks and issues, monitoring and reporting progress.

**Personal Development**
- Continuously enroll and participate in telephony vendor training courses. Where costs are involved, these should be approved in advance by the relevant budget holder.

**FORMAL EDUCATION AND EXPERIENCE REQUIRED**
- Qualification in Computer Science, Information Systems, Project Management or related field is advantageous.
- Proven experience in a process and/or project driven and /or quality management environment, essential.
- Proven experience in network administration and support, advantageous
- Technical knowledge of VoIP infrastructure, advantageous.

**Salary**: R18,000.00 - R28,000.00 per month

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Provide clear detail on your experience of working in process and/or project driven and /or quality management environment.

**Education**:

- Diploma (required)

**Experience**:

- process or project driven or quality management environment: 3 years (required)

**Language**:

- English (required)

Application Deadline: 2023/04/14

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