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 the company’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 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 the company’s 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.

Qualification & Experience

• IT related degree/diploma
• Technical/Legal Certification
  • CCNA Voice
  • CCNA/CCNPF Routing & Switching (Advantage)
  • CCNA Wireless (Advantage)
• IT experience of 1 - 4 years minimum
• Insurance industry experience of 3 years (Advantage)