Specialist: Network and Voice

1. 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 Assupol’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.
2. Configure, troubleshoot, and monitor LAN/WAN infrastructure.
- Assist with troubleshooting of issues on Cisco switches and network links when problems occur at the Assupol 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 Assupol IPT system.
- Perform traffic analysis on switch trunk interfaces.
- Cisco switches configuration files backups when changes occur.

3. Liaise and correspond with 3rd party suppliers.
- 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.

4. Reporting
- Submit monthly network performance reports.
- Submit monthly telephony system performance reports.

Knowledge and Skills

Formal Educations
- IT related degree/diploma

Technical/Legal Certification
- CCNA Voice
- CCNA/CCNPF Routing & Switching (Advantage)
- CCNA Wireless (Advantage)

Experience
- IT experience: 5 years minimum
- Insurance industry experience: 3 years (Advantage)