Administrator: Telephony at Innovation Group South Africa

About the job

Role Overview

• To administer, support, monitor and maintain the IT Telephony infrastructure for the Innovation Group. Set up extensions, call flows, troubleshooting and resolution of system errors.
• To monitor system capacity and performance, update telephony infrastructure and manage updates.

Key Responsibilities

• Ensure telephony system uptime in line with Clients SLA's
• Ensure suppliers deliver according to SLA
• Manage quotation and order process for projects; Repair and maintenance work
• Attends to tickets logged and ensure tickets are always updated and that SLA is met
• Valid written reason required for out of SLA tickets
• Notes updated daily and proactive follow-up with requestor. Provide screenshots evidencing the testing after the change
• Service management: Ensure the incident, problem, change and capacity management processes and related documentation and PRB tickets.
• Proactively identifying gaps and risk and take action to close them
• Support audits that are conducted
• Put preventative measure for significant finding
• Ensure corrective actions to close out any significant audit findings
• Ensure Telephony system are available in line with BCP plan

Due to nature of home working and HA, BCP relies on resilience. Ensure failover testing is completed annually with recorded convergence and failover timings.

• Ensure any manual interventions to restore service are recorded and tested in a KB runbook
• Create a culture of ownership and accountability throughout the organisation in support of our values
• Provide training and guidance to fellow team members. Contribute to documentation of Knowledgebase and Standard Operating Procedures

Closing Date: 20th, June 2022