A dynamic company based in Bryanston is looking for a NOC / VoIP Agent Duties: Reporting to the Service Delivery Manager Not overseeing staff The agent in this role is responsible for primarily attending to all 1st Line and 2nd Line Voice related queries and faults with a secondary role of assisting with 1st Line networking, connectivity and routing queries, and faults This role encompasses all basic and intermediate duties in customer and internal technical support covering client on-premises and hosted Voice and Networking devices and services; these include but are not limited to on-premises and hosted PBX / VoIP services, Data Centre Hosted Services and MPLS Networks There will be instances where assistance with VoIP Implementation is required VoIP / NOC Agents are required to assist clients telephonically and via a ticketing system which is used to log faults and queriesTechnical requirements of the role: Ensure clear, constructive, and respectful communication with clients and internal stakeholders at all times Ensure all departmental deadlines are met and assist fellow staff to enable them to meet their deadlines. Ensure job related queries are handled efficiently Communicating clear technical information to Service desk or Call Out agent when assisting with errors on site Maintain existing Asterisk systems and supporting processes Maintenance of system for call management, call recordings management and integrated applications Adding and managing SIP extensions and trunks Install and implement voice switches with VLAN configurations Basic and intermediate troubleshooting of connectivity issues along with fault logging and fault management. Escalating to Team leader timeously where necessary Assisting with creation of solution descriptions and network diagrams if required Ensure follow-up with suppliers and product teams are done in a timely manner Supporting the team by assuming other team member responsibilities when they are absent Complete handover of fault tickets to afterhours and weekend teams Other administrative requirements of the role: Ticket management, Time Management and Individual Admin Management Tickets are to be updated daily with work notes or discussions with the client Time spent to be recorded accurately on every ticket Billing notes to be done accurately, and professionally Ensuring that all communication is checked for spelling and grammar mistakes Ensuring tickets are addressed within stipulated SLA with avoid breaches Configuration files to be updated with every change on the client's network and saved within the company record on Company management platformRequirements: Asterisk with Linux and MySQL experience N+ MTCNA (beneficial but not required) MTCRE (beneficial but not required) 3 – 5 Years in same / or similar role Asterisk Management Interface (Sangoma, FreePBX) Expetience and knowledge in troubleshooting various VoIP issues Understanding of IP PBX configurations, call routing & translations and SIP trunk implementations with multiple platforms, including but not limited to Asterisk Understanding and working knowledge of Networking at a basic and intermediate level covering MPLS Networks and Firewalling Working knowledge and configuration of Mikrotik Routers (RouterOS)
