Unified Comms Engineer in Cape Town at Logicalis

PERSON REQUIREMENTS:

• A high command of the English language both written and verbal is essential.
• Self-motivated with the ability to work unsupervised.
• Good communicator with the user environment.
• Ability to work in a very busy and highly pressurised environment and deal with high impact, high profile incidents, problems and changes.
• A structured and organised approach to complex problem determination and solving.
• Numerate and literate with an eye for detail.
• Punctuality.
• Excellent verbal and written communication skills.
• Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease
• Possess proficient analytical and decision-making skills.
• Demonstrated capacity for gathering and scrutinizing data to identify issues, opportunities and patterns.
• A good listener, with the ability to communicate technical issues and resolutions to people of varying technical levels.
• Proficient relationship building skills – predict customer behaviour and respond accordingly.
• A strong service-oriented (‘can-do’) culture, with a strong focus on the ‘internal customer’ approach, committed to exceeding customer expectations.
• Dynamic but aware of the views and feelings of others.
• Professional & diligent team player but able to work independently and be self-motivated.
• Enthusiastic, energetic and confident.
• Demonstrate clear purpose, enthusiasm and commitment.
• Ability to train users effectively.
• Code B driving license (or code that includes B) and own transport.

ROLE PURPOSE

• The Unified Comms Team has responsibilities focused around the smooth running of our customer’s bespoke unified comm environments, particularly those with inbound or outbound call centres.
• As a member of the Unified Comms Team you will help set the technical strategy for customers around Incident, Problem and Change Management.
• You will work alongside Project, Transition and Service Delivery management teams to assist in the smooth transition and acceptance of new customers and technologies into the MSC.
• The Unified Comms Engineer will support environments where infrastructure includes, but is not limited to, local wired network equipment, network storage, Linux compute, MySQL database or voice specific application servers (ie. Asterisk, QueueMetrics, ViciDial).
• The role forms part of the highest point of technical escalation within the MSC for customers as such you will be expected to participate in high impact, high urgency incidents where prompt resolution and root cause analysis is required. Your technical experience as well as your strong troubleshooting skills will be paramount in this role.
• You will be required to support the 1st and 2nd Line team out of hours as part of an on-call rota.

ROLE RESPONSIBILITIES:

• Design, implement and maintain unified communications environments.
• Day-to-day support of our customer’s unified communications environments.
• Ability to perform both project and support work on the unified comms environments.
• Troubleshooting technical faults and providing satisfactory fixes to the customer.
• Regularly updating customers on progress of faults by telephone and email.
• Regularly updating Logicalis ticketing system Service Now / Autotask with quality notes detailing progress and actions completed on open incidents, problems and change requests.
• Perform project related duties with regards to new and changing infrastructure deployments required by the customers.
• Regularly updating customers on progress of incidents, problems and changes by telephone and email.
• Assisting 1st and 2nd Line Engineers with technical escalations
• Mentoring and training 1st and 2nd Line engineers.
• Assisting with the development of 2nd Line team engineers.
• Providing input to customer facing Technical Incident Reports.
• Capturing repeat faults and undertaking root cause analysis.
• Proactive identification of fault trends.
• Development of peer relationships with key suppliers.
• Working closely with the Team Leader on continual improvements programmes.
• Providing technical expertise to the Team Leader on and assisting on the technical skills evaluation of other engineers.
• Work with the other departments understand and share technical strategy.
• Development of technical strategy for customers and Logicalis internally.
• Completing customer Change Requests, including impact and risk analysis, implementing out of hours where required.
• Provide technical consultancy to all other areas of the business to ensure the integrity, performance and support of new opportunities that involve support.
• Find technical solutions to problems where necessary and practical, without compromising the commercial viability of a new product.
• Where required perform the ‘Lead Engineer’ role for some of Logicalis key customers on a support and project basis.
• To stay up to date and accredited within the current technologies.
• Capturing repeat faults and undertaking root cause analysis.

QUALIFICATIONS

Required:

• Any form of Linux certification.
• Any form low level Asterisk certification.

Advantageous:

• DCAA (Digium Certified Asterisk Administrator)

EXPERIENCE

• 3+ years with a successful track record in Linux server administration and Asterisk telephony environment.
• Basic knowledge of Asterisk.
• Basic knowledge of Linux OS.
• MySQL skills such as maintaining databases, repairing and understanding structure.
• Basic knowledge of of QueueMetrics troubleshooting.
• Basic knowledge of of ViciDial and troubleshooting.
• Solid foundation on how to proactively monitor Linux servers.
• Trace analysis.
• Basic scripting knowledge and how to read various languages such as PHP.
• Experience in managing major incidents. (MIM)
• Experience with Change Management.
• Experience with Kamailio.

Advantageous

• Knowledge of Wireshark.
• Good understanding of SIP protocol.
• Packet capture.
• Knowledge of VMWare.
• Basic knowledge on Network switching & routing. (Mikrotik, Netgear, Dell, HP)