VoIP Technician

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VoIP Technician Job Details - Click Here

Centurion, South Africa Nology
Key Duties & Responsibilities:

• VoIP Product customization and Firmware QC

1. Comprehensive understanding of customer requirements and assurance of quality Firmware that exactly addresses those requirements.
2. Overseeing and managing the Nology to Vendor leg of the customisation process.
3. Preparation and communication of technical correspondence from Nology to its customers, with respect to new and customised Firmware releases.

• Technical Customer Contact:
  1. Provide a 2nd line support contact point for all VoIP partners (ISPs, ITSPs) on all VoIP products supplied by Nology from time to time.
  2. On occasion visit client premises to assess and assist where required.
  3. Lead Nology’s understanding of customer VoIP deployments
  4. Maintain close technical relationship with Nology’s key customers, maintaining test accounts on their platforms for issue resolution and testing.
  5. Provide training to customers and support staff from time to time in the event of new features or technology being developed.
• Quality assurance
  1. Oversee the process of testing newly released and customised Firmware.
  2. Play an integral part in VoIP R&D, testing, evaluating and commenting on prospective products as prescribed by the product development team.
  3. Attain high competency on VOIP platforms, including but not limited to Broadsoft, Genband and Asterisk for customer integration.

• Knowledge Base Contributions

1. add useful, accurate and technically correct support items to the knowledge base to assist with future queries/troubleshooting/training/call deflection strategies

• Internal technical administration
  1. 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
  2. Oversee the efficiency of the Nology and Vendor ticketing systems.
  3. Oversee internal training to RMA and support on VoIP products from time to time.

Education and Qualifications Required:

• Education and Qualifications Required:
• Grade 12
• A+ N+ Preferential
• MTCNA Advantageous
• Broadsoft Certification Advantageous

Experience Required:

• 3 to 5 years’ experience in the telecommunications industry with at least 2 years VOIP experience
• 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*
• 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

Comments and Special Consideration:
•***** Own reliable transport is required