Senior VoIP Support Technician at Voys Telecom South Africa

About the Job

No network is the same: hundreds of internet connections, thousands of phone types, tens of thousands of routers and switches. Combine this with firewalls, and a few complicated ingredients with abbreviations such as TLS, PBX, SRTP, SIP, NAT and VoIP and you have a recipe that not every cook can prepare.
Our Customer Experience team is the first point of contact for our SA customers. This can be by phone, but also via chat or by email. We're looking for an expert in VoIP and networking that can assist our business clients with first to third line support issues. Think calls not going through, one-way audio, jitter, latency, NAT, firewalls, routeing issues, complicated dial plans. All support is remote. (i.e. no site visits required)

On the job training: This is a senior position. We're expecting you to hit the ground running, with minimal onboarding. The Customer Experience team currently consists of 3 sales colleagues and 3 support colleagues. The most complex and challenging issues will come your way. You'll also be required to provide basic support though. Think configuring a Yealink desk phone, or guiding a new customer in making their first prepayment via the web portal.

You'll be sending lots of emails and be on calls that can take a good chunk out of your day. This is a significant volume, so be sure that you're ready and able to deal with that kind of daily load — peers are supportive, but there is no hand-holding!
This job is not for everyone. You're required to meet your targets without hands-on management. It's your personal responsibility to uphold Voys' standards for yourself and for your team members. The workload and pace are high. Being on top of your game is paramount. Juggling the immediate needs of customers as well as staying on top of your to-do's is no easy feat.

Working hours weekdays from 8-17 and occasional ad-hoc after-hours support. (This is a shared responsibility with 2 other support colleagues)

What you'll be responsible for

• You're the final stop for technical support issues
• Remote troubleshooting and technical support to business users
• Configuration of SIP phones and clients
• Troubleshooting routeing issues and escalating to upstream providers
• Maintaining relationships with technical teams at upstream providers
• Troubleshooting and escalating major network issues/ outages and coordinating internally with the team, and externally with upstream providers and infrastructure team in the Netherlands.
• Submitting bug reports to the development team
• Documentation of the following: methods and procedures, troubleshooting guides, internal and external help pages
• Taking responsibility for the support tickets pipeline and guaranteeing SLA's are met
• Imparting knowledge and expertise to colleagues

Skills

• Configuring and troubleshooting of a variety of SIP-clients
• Configuring and troubleshooting of a multitude of VoIP phones (e.g. Yealink, SNOM, Grandstream, Gigaset, Cisco and anything else that support SIP)
• Troubleshooting connectivity issues
• SIP Tracing
• Installing, configuring, troubleshooting Asterisk communication frameworks.
• Installing and administering Freepbx
• Excellent communication skills. Both written and verbal
• Diplomatic and tactful
• Resourceful
• Analytical
• Very conscientious
• Extremely well organised
• Stress tolerant and great at shifting priorities as demands change
• Making raving ambassadors of grumpy customers

About You
You're based in Cape Town and consider yourself a great conversationalist. You enjoy fixing stuff and putting a smile on a person's face. This means you're an excellent problem-solver. You have highly tuned senses of compassion and empathy and a drive to help others constantly; your customers and colleagues alike. You pride yourself in doing excellent work and thrive on getting sh** done! Your can-do mentality ensures that you're relentless about achieving set targets.

You have an eye for good business and a nose for bulls***. You're not afraid to share what you know and you welcome feedback, in fact, you thrive on it. You're also willing to unlearn what you know when the situation calls for it. We're looking for people who have no problem adapting to newness. This can be the newness to the tools, programmes and systems we use. This can be a newness to how our organisation is structured (Holacracy). Whatever the newness, you have a willingness to adapt. You're also passionate about finding and implementing ways to improve things by 1% every day.

Your word is gold - the team and our clients will be able to rely on you doing exactly what you say you'll do, when you say you'll do it. You take full ownership of everything you do. Being organised, diligent, and working methodically comes naturally to you.

About Pay & Benefits

• Salary R20,400 - R23,900 + benefits