Specialist: Network and Voice - Menlyn at Assupol

Provide support and maintain VOIP infrastructure.

• Monitor voice servers (Cisco and Real Connect), SIP trunks and gateways for problems (Switchboard system, Cisco Call mangers, Cisco Transcoders, Cisco Session Boarder Controllers, and Cisco voice gateways)
• Create user profiles for Cisco phones; add Cisco phones and user profiles to the CUCM; assign users to relevant groups, create hunting groups, assist users with logins and configuration of forwarding options.
• Create user profiles for Real Connect soft phones; install and configure Real Connect soft phones, setup user extensions, allocate users to relevant groups/campaigns and create forwarding options.
• Install, support, and maintain Cisco VOIP infrastructure.
• Log calls, follow up and escalate any system related issues with the vendors for the Real Connect system and Cisco IP telephony system.
• Assist with integrations with external parties for automatic loading of leads and create different campaigns (SMS campaigns, TV ads etc.)

Provide support to end-users for Cisco handsets and Real Connect soft phones. 

• Provide IP Telephony troubleshooting of Assupol’s telephony system (Cisco).
• Configure and support Polycom and Cisco teleconferencing systems.
• Support and maintain billing system (voice engine) and assist users with telephone billing queries. 
• Monitor recording of calls on Cisco handsets and Real Connect system.
• Ensure that voice loggers/recordings servers are operational and attend to any errors/issues.
• Provide end to end support for the Real Connect telephony system and Cisco IP telephony system.
• Conduct weekly Cisco IP telephony and Real Connect system back-ups.

Configure, troubleshoot, and monitor LAN/WAN infrastructure. 

• Assist with troubleshooting of issues on Cisco switches and network links when problems occur at the Assupol branches countrywide.
• Configure, support, and maintain Cisco switches on the LAN.
• Assist with setting up of cross-connects. 
• Assist with setting up of new network links for the Assupol branches, monitor existing network links and troubleshoot any network performance issues.
• Manage and update the network monitoring system with all the network devices.
• Create and update architectural diagrams for Assupol IPT system.
• Perform traffic analysis on switch trunk interfaces.
• Cisco switches configuration files backups when changes occur.

Liaise and correspond with 3rd party suppliers.

• Apply for services with all our external providers (network links, telephony system etc.)
• Obtain quotations from suppliers and assist with the procurement process.
• Ordering of Cisco handsets and switches.
• Conduct proof of concepts when required.
• Report and follow up on faulty network links and telephony system issues with the relevant vendors.

Reporting

• Submit monthly network performance reports. 
• Submit monthly telephony system performance reports.

Requirements
Knowledge and Skills

Formal Educations

• IT related degree/diploma

Technical/Legal Certification

• CCNA Voice 
• CCNA/CCNPF Routing & Switching (Advantage)
• CCNA Wireless (Advantage)

Experience

• IT experience: 5 years minimum
• Insurance industry experience: 3 years (Advantage)