VoIP First Line Support Agent

We are looking for a VoIP Engineer to support their end-users, end-user devices and the configuration of telephony hardware and software. The VoIP First Line Support Agent will be involved in software or system installation, operations, maintenance, incident / change / problem management, administration, security, fault diagnosis and fixing on telephony services.

Duties & Responsibilities VoIP First Line Support Agent:

Provides technical and business support to internal and external customers

Maintain product / support knowledge base 

First line Telephony support 

Troubleshoot or identify actual problems on PABX’s and resolve telephonically wherever possible

Escalate to relevant supplier or provider and provide feedback to customers accordingly

Ensure complete closure and resolution of calls within the SLA or within an acceptable timeframe

Skills & Experience- VoIP First Line Support Agent:

Basic understanding of Asterisk Telephony Server

Medium level understanding and working knowledge of networks and network infrastructure

Working Knowledge of SIP endpoints (handsets and gateways), BRI’s, PRI’s, PABX’s and other telecommunication infrastructure and products

Experience of interaction with customers and handling difficult situations 

Good customer facing skills and able to confidently communicate with clients

Excellent English Language verbal and written communication skills

Good multi-tasking skills – Flexibility in approach 

               Ability to handle stressful situations in a highly pressurized environment

– Location: Cape Town

– Availability: As soon as possible

– Salary: 18,000-30,000 depending on experience, this is negotiable.