L2 Voice Engineer at Reflex Solutions

Purpose

We are currently looking for a experienced Communications Engineer to join our dynamic and driven Technical Team. The successful candidate will be required to assist with the installation, maintenance, and support of these systems, which are based on Avaya and Asterisk products (but are not limited to). The candidate will be required to lead a level 1 team of engineers and mentor when required.

Key Duties and Responsibilities

• Installation and support of products as listed above
• Keeping CRM tickets up to date - from initial assignment to completion of support request
• Working closely with the Communications Administrator to make sure appointments are managed and client expectations are met
• Ensure technical best practice is used for all products and services installations
• Ensure all installation deadlines are met
• Ensure adequate communication of risks, issues and progress to Projects and Operations
• Full documentation and handover to maintenance / call centre and accepting handover from presales for new clients
• Manage L1 engineers, ensure tickets are updated timeously
• Assist with Product demonstrations and testing
• Client handover and training
• Communicating customer requirements back to Reflex

Minimum Requirements

• Grade 12
• Own reliable transport and valid driver’s license
• Minimum of 2 years’ experience in a voice engineer role
• PABX certifications
• Avaya IPO, ACCS (call centre) certifications and experience
• Solid networking knowledge - installation, configuration, and maintenance of network devices (layer 2 and 3), which include, switches, wireless access points and network access control applications
• Network configuration knowledge must include creation of VLAN's, packet tagging, configuration and testing of STP and QoS and troubleshooting ability
• Solid VoIP knowledge - installation, configuration and maintenance of VoIP based PABX systems and call centres
• Working knowledge of different provider links and last mile connectivity into the provider edge
• Good communication skills and ability to build strong working relationships with all levels of staff and clients
• Good planning and organisation skill
• Sense of urgency and desire to get the job done on time and according to the highest standard

Advantageous requirements

• Working knowledge of VoipMon
• Working knowledge of core routing / Billing engines
• Working knowledge of Halo
• Working knowledge of PRTG
• Working knowledge of Session Border Controllers (Oracle and AudioCodes)
• Linux skills