UC Engineer

SUMMARY:
Responsible for providing first and second line technical support and installation of NEC and Mitel systems.  Responsible for troubleshooting and ensure repairs are undertaken in accordance with OEM/organisational policy and standards

POSITION INFO:
FORMAL EDUCATION:
· Grade 12 (NQF 4)
· Tertiary qualification in Information Technology (NQF 6) or relevant years’ experience and/or technical certification

EXPERIENCE:
· 5 – 7 years relevant experience in the telecoms industry
· Experience in PABX and voice gateways (e.g. AudioCodes, SBC)

TECHNICAL / LEGAL CERTIFICATION
· PABX certification essential
· A+ and N+
· Appropriate NEC Certification (advantageous)
· Appropriate MITEL Certification (advantageous)

RESPONSIBILITIES:
· To maintain and manage various PBXes and network related services for customers
· To achieve high standard of customer satisfaction through the delivery of timely, and well managed projects
· To respond to customers queries and complaints
· To perform second and third level support for day to day operations.
· To evaluate, implement and train in new technologies to enhance the service offering of the PBX and network managed services
· To deploy and plan technology
· To implement patches and upgrades of the PBXes and network features and functions
· To ensure projects follow the Gijima process
· To own and ensure successful ongoing delivery of services after project completion
· To take accountability for timely delivery of major projects
· To develop co-operative working across functional boundaries
· To design, implement and troubleshoot large voice related product and service solutions in internal and external consulting roles
· Proactively identify system problems before they affect the client’s systems
· Ensure minimum downtime of systems and a high quality of operation at all times.
· May be required to provide support to other customers or sites as business needs arise, which could include occasional travel.

KEY COMPETENCIES:
Knowledge

• Working with 3rd party vendors
• Working in Service provider environment
• Understanding methodology of voice

• Applying Expertise and Technology
• Learning and Researching
• Creating and Innovating
• Presenting and Communicating Information
• Planning and Organising
• Entrepreneurial and Commercial Thinking
• Analysing
• Ability to interact and communicate at all levels