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CENTURION - Senior VoIP Technician/Specialist

SJ@SolaOptima

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VoIP Technician serves existing and new customers by installing and servicing systems and products. Appropriately plan for all installations. Manage and when necessary, repair all on-site installations, repair, maintenance and test tasks. Monitor efficient working of all complex and multifaceted projects.

Duties & Responsibilities
Responsibilities includes but not limited to:
  • When necessary, prepare and design specification plans as per customer requirement and provide appropriate enterprise solutions to assist sales representative.
  • Conduct site surveys of all approved deals before installations.
  • Provisioning, installation, set-up and maintenance of all VoIP and company provided equipment and services.
  • Establish service by studying system requirements, gathering components and parts, completing installation and performing all necessary tests.
  • Monitor all customer inquiries and ensure appropriate resolution and perform the necessary support either remote and/or on-site support.
  • Responsible for performing troubleshooting and support on all services provided by the company, ie CCTV, network and communications.
Daily operations:
  • Creating and maintaining all relevant records, files and documentation required for seamless customer service delivery by maintain documentation standards and proactively update existing/write new as required for use in the team knowledge base.
  • Ensure that photo’s are taken before and after all installations and making it available on the company sharedrive.
  • Attending training events implemented by Management
  • Responsible for making sure that all installations are done neatly and efficiently and providing feedback to all relevant people with status of installations.
  • Ensuring that response and resolution times of service tickets are dealt with timeously.
  • Manage and maintain the RMA process of faulty and loan equipment.
  • Ensuring customers are billed if they exceed their monthly agreed upon SLA hours.
  • Ensuring that response and resolution times of service tickets are dealt with timeously.
  • Ensure that pre-install site surveys are done within 48 hrs and feedback given to all relevant personnel in order for the process to start and installation scheduled.
  • To drive service improvement and customer satisfaction.
  • Ensure that all new installations are completely labelled as per services provided. Relevant company stickers and company logos applied to equipment.
Customer service
  • Foster good customer relations, service and communication at all times.
  • Maintain rapport with customers by examining complaints, identifying solutions and suggesting improved methods and techniques. When necessary, recommending system improvements.
  • Manage and maintain monthly standby roster and ensuring effective after-hours support.
  • Ensure that all site installation documentation is signed, and installation packs are completed in full.
  • Ensuring that allocated calls are dealt with efficiently.
  • Ensure performance monitoring and optimization of all installations.
  • Accomplish operations and organization mission by completing related results as needed.
Budget
  • Keep kilometres low by managing travel schedule while still keeping service levels at an optimum.
  • Effective time management of time spent on installations of billable calls
  • Ensuring customers are billed if they exceed their monthly agreed upon hours.
  • Assist with new revenue streams and innovative ways to improve service delivery and increase revenue.
Overall department improvement
  • Contribute to the development of processes and procedures.
  • Take part and comply with performance deadlines in ways that comply with company's plans and vision.
  • Use company provided equipment to effectively log all travelled km’s and hours spent per service call.
  • Assist in monitoring and coaching apprentices and managing a successful apprenticeship programme.
  • To ensure that the vision for this department is upheld and driven and all times –

Our vision – To provide dedicated service delivery to meet and exceed customer expectations and contribute to the success of the technical department through consistently high-quality installations and professional support.
Duties will also include any other duties given by management from time to time that is reasonable and within your capabilities to perform.

Desired Experience & Qualification
Requirements:

  • Completed Grade 12
  • A+ N+ Preferential
  • Minimum 3 years previous IT/Network/CCTV installation and maintenance experience essential, with at least two years VoIP experience.
  • Must have solid understanding and hands on experience in Asterisk and Linux.
  • Support, training and customer interaction skills.
  • Strong competence in IP networking and technologies.
  • Valid driver’s license with own reliable transport.
  • Excellent communication skills.
  • Ability to work independently.
  • Willing to travel.
  • Willing to work after hours and standby.
  • Excellent customer service management skills. Interact with customers and represent the company in a professional manner.

Your duties will also include any other duties given by the Directors from time to time that is reasonable and within your capabilities to perform. If required, you will be sent on training regarding your position.

Package & Remuneration
R25 000 - R30 000 CTC (Negotiable)
Petrol card, car allowance and Pension

Should you wish to apply, please email your CV to sarahjane@solaoptima.co.za
 
Last edited:
You might want to include a location. From your other posts I would assume Nelspruit? Or Centurion?


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