Job title : IT Support Technician - Telephony Job Location : Gauteng, Johannesburg Deadline : December 13, 2024 Quick Recommended Links Jobs by Location Job by industries What will you do?
This role involves being a member of a team responsible for the overall support/administration/development of the Genesys PureConnect and PureCloud Customer Interaction and Voice/Text Analytics platform, a business-critical tool within the IT Infrastructure, ensuring its contribution to the overall efficiency and productivity of the Business Environment.
Qualification Matric/Grade 12/NQF 4 Degree IT/Development related an advantage IP Telephony related Qualification an Advantage SQL related qualification an Advantage Genesys Qualification would be an Advantage Minimum Experience Experience in an IT support/SysAdmin related role an advantage (2 years) Experience with Telephony/Business Workflow systems role an advantage Experience in Genesys PureConnect would be an advantage.
Experience in Genesys PureCloud would be an advantage.
Working knowledge of VOIP/SIP Working knowledge of Microsoft SQL Server/IIS Web Services/APIs Working knowledge of Windows operating systems (Windows 10, 11, Windows Server, SQL) Working knowledge of Network Infrastructure / TCP / IP Tools Working knowledge of Domain, Exchange, Active Directory Excellent knowledge of Microsoft Office 365 Deliverables include, but will not be limited to Support Daily System tests rotated between team members.
User and Application Support, troubleshooting and resolution.
Escalation and tracking of bugs/issues to internal teams and service providers.
Monitoring of dialer activity, lead volumes and status on all platforms.
Afterhours support rotated between team members.
Maintenance Daily User/Workgroup/Profile administration on all platforms.
System performance management.
System Switchover and maintenance fortnightly, rotated between team.
Configuring dialer campaigns.
Maintaining dialer data tables.
Support the immediate team and other MiWay support teams toward achieving system stability.
Testing new application version releases and facilitating upgrades.
Competencies Required Accountable Analytical with extreme attention to detail Able to work under pressure Independent logical thinker Excellent problem solving capabilities Willingness to learn Able to work flexible hours Excellent Administrative skills Excellent attendance record and timekeeping Excellent communication skills Self-disciplined Self-motivated Standby Availability Knowledge and Skills Problem Tracking Tools Computer Installation Compliance Monitoring Computer Operations Knowledge Information Reporting Personal Attributes Interpersonal savvy - Contributing independently Decision quality - Contributing independently Action orientated - Contributing independently Optimises work processes - Contributing independently Engineering / Technical jobs