Officer: VoIP and Telecoms Systems Administrator (Post Level 10/11) at University of the Free State

Duties and responsibilities:

Network and Telephony infrastructure 

•    Analyse and troubleshoot potential issues with computer systems environments.
•    Perform routine system health checks.
•    Responsible for documenting the configuration of telephony systems.
•    Perform telephony hardware, software and firmware maintenance when required.
•    Responsible for voice telephony billing system.
•    Monitor and troubleshoot any reported problems relating to telephony and VoIP infrastructure.
•    Ensure that the voice telephony and related infrastructure is functioning properly. 
•    Monitor and report on telephony infrastructure.
•    Maintenance and replacement of existing telephony infrastructure.
•    Co-ordination, plan and participate in maintenance activities with external vendors.
•    Investigate new technologies to address business requirements.
•    Analyse the system logs to identify and resolve potential and reported issues.
•    Collaborate with UFS end users to assist with new needs and to resolve possible telephony issues.

Telephony profile management 

•    Create and terminate user profiles on telephony and related collaboration platforms.
•    Add, remove and/or update user account information and SIP numbers.
•    Attend meetings with external vendors to address business needs.
•    Implement security changes as requested by business.
•    Optimise telephony business and change processes.
•    Document telephony network problems and solutions.
•    Implement systems according to best practice and industry trends.
•    Manage user access and calling budget assignments.
•    Perform telephony expansion planning and budgeting.
•    Handle end-user service requests.
•    Assist UFS departments with new projects and planning for telecommunication and related networking infrastructure.

Monitoring and reporting 

•    Responsible for the UFS telephony management and billing system (PhonexOne).
•    Monitor and report on telephony usage.  Provide usage reports to UFS finance department to recover usage costs from departments and salaries.
•    Monitor and report on telephony infrastructure.
•    Implement preventative measures to ensure the smooth operation of telephony and network services.
•    Responsible for planning and budgeting.
•    Unified contact centre reporting and SLA’s.

Unified Contact Centre management 

•    Design, configure, implement and perform maintenance of UFS call centres on Call centre platform.
•    Maintenance of call centre software (Anywhere365) and users, agents and supervisors.
•    Implement changes according to address new business requirements.
•    Provide end user support related to Call centre issues that may arise.
•    Collaborate with UFS departments to document business requirements related to call centre services.

Inherent requirements:

•    A relevant degree on NQF Level 7, OR a relevant three-year National Diploma on NQF Level 6.
•    Minimum two (2) years’ relevant working experience related to the duties and responsibilities.

Recommendation: 

•    Minimum of  three (3) years’ relevant experience.

   Knowledge and/or experience of: 

•     VolP networking systems. 
•     IP Phones and Session Border Controllers and prior experience with AudioCodes or Oracle vSBC technologies will be beneficial.
•     Microsoft O365 suite.
•     Skype for Business.
•     Microsoft Teams.
•     Telephony Management Systems and Billing systems.
•     IP phone configuration.
•     Call centre systems (Anywhere365 will be beneficial)
•     Financial budgeting.
•     Network Infrastructure – network protocols and troubleshoot connectivity issues.
•     DHCP, DNS, TCP/IP, routing and physical networking.
•     IP networking and VLAN configuration.
•     Network planning.