Senior Technician (Networks, Data and Voice)

Overview

Provides first and second line network support, diagnoses and resolves voice incidents, and installs, configures, and monitors network systems.

Key Responsibilities

• Provides first and second line network support to the Service Centre
• Performs diagnoses and resolve voice incidents and problems
• Install, replace, modify and configure network systems
• Monitors network systems and proactively report and resolve potential network issues
• Performs software patching of the supported Unified Communications systems
• Maintains sound knowledge on implemented technologies
• Seeks recommendations from his/ her superiors for technical solutions
• Investigates and propose improvements and solutions to equipment and configuration problems
• Maintains liaison with other CSU internal units, Business Areas and other technical organisations
• Creates and maintains Standard Operating Procedures and documentation of the supported Unified Communications systems
• Implements procedures, tools and techniques for monitoring and managing the performance of ICT infrastructure (Voice) and provides reports as required

Required Experience

2 years post-related experience with higher vocational training in a relevant discipline or 4 years post-related experience with a secondary educational qualification; At least 2 years’ experience in a similar position; A certification of Microsoft Lync or equivalent through experience; At least 2 years’ experience with operation, deployment and configuration of Unified Communications systems such as Microsoft Lync or Microsoft Skype for Business; Experience with Voice Session Border Controllers; A good knowledge of protocols and standards utilized in VoIP and Unified Communications; SIP, TLS, MGCP, H.323, RTP (incl. G.711, G.729 codecs), and other similar standards; Experience in utilizing vendor’s toolkits for collection of maintenance data, and ability to analyze them for both service improvement and troubleshooting purposes; Experience with device management tools such as Microsoft SCOM, HP Network Automation, Solar Winds to monitor devices, provide reporting and identifying devices that aren’t functioning properly; Experience with O&M of PABX systems; Experience with Polycom provisioning systems and Polycom phones; Experience with Microsoft PowerShell SFB automation scripting and toolkits

Qualifications

Higher vocational training in a relevant discipline or a secondary educational qualification

Other Details