Senior VoIP Engineer

The Senior VoIP Engineer is responsible for providing high-level technical support, troubleshooting, and maintenance of VoIP and networking solutions. The role requires a strong understanding of VoIP technologies, networking, and programming. The ideal candidate will contribute to infrastructure-related discussions and long-term strategic goals, ensuring the efficiency and reliability of our services.

Key Performance Areas

• Prioritisation of numerous service requests via the severity of the problem.
• Diagnosing, and troubleshooting VoIP, internet and network-related issues for Switch Telecom clients both telephonically and via a ticketing system.
• Collaborating extensively with peers and resellers to resolve issues within accepted time frames.
• Act as an interface with clients, resellers and wholesalers.
• Act collaboratively to solve problems and resolve spontaneous and unique situations with professionalism and service orientation.
• Standby duties if ever required.
• Supporting and troubleshooting all hardware supplied by Switch Telecom, this will sometimes include assisting with hardware that has not been supplied by Switch Telecom.
• Assisting in the monitoring and maintenance of Switch Telecom’s core network and traffic flow.
• Liaising with Switch’s interconnect partners and assisting with troubleshooting high-level network and interconnect issues.
• Assisting with the monitoring of termination providers interconnects.
• Amending data on the online system.
• Maintaining an efficient work environment.
• Logging technical queries for clients and resellers that call the Switch Telecom Support Desk.
• Assisting in Client retention and escalations
• Meeting with clients and suppliers to gather information and determine requirements and design solutions for both client solutions and new product development.
• Assist in the installation of hosted switchboards, configuration of handsets and installing VoIP Solutions.
• Troubleshooting complex technical VoIP and Network Solutions.
• Providing excellent customer service and continual feedback to clients, resellers, internal parties, and management.
• Dealing with all technical escalations be it with clients, suppliers, interconnect partners, internal parties and service providers.
• Monitoring and maintaining Switch Telecom’s core network and traffic flow.
• Handling the support and troubleshooting of technical issues that cannot be resolved by members of the technical team.
• Testing and implementation of new equipment, hardware, and software.
• Drafting of training manuals, end-user solutions and product guides.
• Work together with the Technical Support Management to identify resource and equipment requirements, efficient capacity planning, and management of software and hardware availability.
• Provide input towards the continuous service improvement of the Switch Telecom entire infrastructure.

Qualifications

Additional Skills And Attributes

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