Cisco Voice Support Specialist at Nexio

ROLE PURPOSE

• This person is responsible for the 1st line support and troubleshooting all calls logged for VOIP support through the Vodacom Customer operations services Centre (CSOC). The individual will be responsible for all calls logged with them and will be required to drive all calls to closure. The individual will send regular updates to the client and update the ticket, if required they have to logged calls with field engineers for further onsite troubleshooting until the issue is resolved, the individual must have a good understanding of VOIP and Collaboration. The individual must possess intermediate troubleshooting skills on VOIP cisco Call manager.

ROLE REQUIREMENT

• First line troubleshooting of Cisco Hosted PABX end devices
• Troubleshooting IP phone issues
• Sending regular updates on open tickets
• Logging tickets with field services for onsite support
• Configuring IP phones on hosted platform
• Ensuring routing is in place for hosted customers
• Ensuring the Customer numbers are enabled on BroadSoft
• In-depth understanding of BroadSoft
• Updating and closing calls with SLA.
• SIP trace analysis
• Broad understanding of VOIP including all VOIP protocols

Additional Information:

• Individuals at this level have fully developed knowledge of the business, marketplace and clients. Is recognized as an expert in own area within the organization
• Interprets internal or external business issues and recommends best practices. Provides technical guidance to more junior levels of staff
• Able to build strong interpersonal relationships with peers, brand leaders, and other senior management throughout the company
• Able to be a “big picture” thinker
• Excellent leadership, team building, and management skills
• Encouraging to team and staff; able to mentor and lead
• Excellent verbal and written communication skills
• Able to align multiple strategies and ideas
• Confident in producing and presenting work
• In-depth understanding of the industry

JOB SPECIFIC REQUIREMENTS

• Strong telephony device experience
• Good technical knowledge of LAN and WAN infrastructure
• Excellent in-depth network knowledge

QUALIFICATIONS & EXPERIENCE

• Preferably CCNA or CCNP routing and switching or Voice.
• 2 years’ experience required
• Solid reference’s