NOC/VoIP Agent

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 queries

Technical 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 platform

Requirements:

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)