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The University of Pretoria is a multi-faculty research-intensive university that has remained among the top South African universities in research output and impact. UP is also the top producer of graduates in the country. With campuses in Pretoria and its surrounds, as well as in the country’s economic hub, Johannesburg, UP is conveniently situated...
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Job description
DEPARTMENT OF INFORMATION TECHNOLOGY SERVICES
TELEPHONY TEAM AND CHARGEBACK SUPERVISOR
PEROMNES POST LEVEL 7
RESPONSIBILITIES:
The purpose of the job is to provide technical operation support of the telephone systems, e.g. handling of telephone problems, pin codes, voicemail, and switchboard problems as well as the chargeback function of the University. This will include:
- Utilising basic analysis tools to resolve routine telephony performance problems;
- Providing basic explanations of technical voice related procedures and processes clearly and accurately to both technical and non-technical audiences;
- Channelling and escalating problems correctly to vendors;
- Vendor management;
- Financial control over invoices;
- Projects;
- Providing reports as requested by the Line manager or Senior Management;
- Chargeback duties, including overseeing and monitoring creations of users on systems and phones;
- Journals with crystal reports;
- Corrective actions on systems regarding chargeback;
- Account queries;
- Managing SLA’s with various vendors.
MINIMUM REQUIREMENTS:
- Relevant degree with five years’ experience; OR
- Relevant three-year diploma with seven years’ experience; OR
- Matric with twelve years’ relevant experience;
- At least seven years’ experience in troubleshooting and problem solving for analogue and VoIP environment;
- At least seven years’ experience in PABX, IPT and telephone management systems;
- Seven years’ telephony infrastructure experience;
- Experience in liaising with vendors and contract management;
- Telephony chargeback experience;
- Experience in providing guidance to vendors relating to customer request as well as quotations;
- Networking i.e. voice routing, switching (LAN/WAN) wireless telephony operating systems protocols and equipment Vendor specific products;
- Experience in fault finding and the rectification of hardware, peripheral equipment and related technologies;
- Experience in ad hoc project-related work.
REQUIRED COMPETENCIES (SKILLS, KNOWLEDGE AND BEHAVIOURAL ATTRIBUTES):
- Ability to utilise basic telephony network analysis tools to resolve routine network performance problems;
- Ability to provide basic explanations of technical network related procedures and processes clearly and accurately to both technical and non-technical audiences;
- Good interpersonal and communication skills;
- Accuracy;
- Willing and able to do system maintenance after hours;
- An understanding of best practices for telephony administration;
- A systematic approach to problems.
ADDED ADVANTAGES AND PREFERENCES:
- Product/system certification: Nortel Meridian PABX’s;
- Call pilot training course;
- Ten years’ analogue infrastructure experience;
- Call Pilot software experience;
- Understanding of a university environment;
- HP Service Manager experience;
- Phonex web telephone management experience;
- Crystal reports experience;
- Basic project management experience.
PLEASE NOTE: All shortlisted candidates may be required to participate in relevant skills assessments as part of the selection process.
CLOSING DATE: 2 November 2017
No application will be considered after the closing date, or if it does not comply with at least the minimum requirements.
To apply, please visit the University's website at www.up.ac.za and follow the link: Careers@UP
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