It/voip Technician

**Job description**

**Job Purpose**:
The Technician possesses technical knowledge and expertise in relation to the design, configuration, deployment, testing, fault finding and monitoring of voice and data solutions. Technicians will provide remote support to their field-based colleagues in relation to the products and services provided by the organisation. This support will be provided in line with the relevant industry, client and organisational standards and in accordance with site specific documentation. Tier ll Technicians will also undertake training activities in relation to Tier l Technicians, to ensure that their work is also delivered to the highest standard. Tier ll Technicians ensure that client solutions maintain operational continuity through fault analysis and investigation and by conducting proactive monitoring activities in line with organisational and contractual service level agreements.

**Main Duties & Responsibilities**:
A Tier ll Technician is required to work with the equipment, hardware and services supplied and supported by the company and those which are primarily located on customer premises.

Have an understanding of how telecommunications equipment and services work, be equipped to handle disruptions of service and establish solutions to deal with challenges as they may arise as part of the role.

Will work through their own support queue, pick up un-assigned cases whenever possible and take ownership of escalated cases.

Will pick up, own and work through any tech support projects.

Will assist 1st line techs if training and/or guidance is needed.

Will act as an escalation point for the 1st line techs. 2nd line techs will, in the 1st instance help the 1st line tech to troubleshoot to ensure they have done all they can. If the case is out of their remit the case will be passed to the 2nd line tech to deal with as part of their case queue.

Will utilise tools to fully diagnose a fault before escalating.

Be required to configure and pre-build voice and data solutions prior to installation at customer premises. Ensuring process is followed and all documentation is correct and stored centrally.

On Call, responding to emergency calls, providing out of hours support both on site and remote to customers.

Establish and maintain effective interpersonal relationships with colleagues and those contacted during work.

When required provides training and professional development to members of the team in order to enhance their knowledge and skills.

Complete required training for the post and strive to meet development objectives.

Responsible (if applicable) for maintaining any technical or professional qualifications required for the post.

Perform any other / or additional duties as dictated by the needs of the business.

**Person Specification**

**Essential Experience And Skills Required For Post**:

- Previous experience in a technical support role, preferably within the IT/Telecoms sector.
- Experience working with Hosted telephony.
- Basic knowledge of SIP, reading call flows and troubleshooting error codes.
- Networking experience would be preferred.
- Excellent IT skills, including Excel and Microsoft Office.
- Ability t work in a fast-paced environment.
- Experience of having provided administrative support to multiple projects.
- Highly organised with the ability to prioritise workload and work accurately.
- Demonstrate ability to work to targets and deadlines.
- Strong written and verbal communication skills with the ability to build good working relationships face to face and over the telephone.
- Ability to work as part of a team.

**Job Types**: Full-time, Permanent

**Salary**: R15,000.00 - R20,000.00 per month

COVID-19 considerations:
All Covid - 19 Protocol are adhered to as an operational entity.

Ability to commute/relocate:

- Bedfordview, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelors (preferred)

**Experience**:

- IT/ VOIP Technician: 5 years (preferred)

License/Certification:

- Driver's License (preferred)