Details about position

Looking for the next step in your career? Enjoy a challenge?  Do you have an ambition for innovation? Want to make a difference?

If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees.  You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies – who are all relying on our client to help them use the power of technology to achieve their ambition in this digital era. You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work – whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.

You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success. You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions. Great talent. Great teams. Great work. Great opportunities.

The Principal Cisco Voice Engineer is a senior role in the CX & Collab Engineers job family. Their primary responsibility is to ensure the provision of a service to clients ensuring that their communications infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The Principal Cisco Voice Engineer focuses on ensuring all lines of support for complex incidents through the technical leadership of a team of Engineers.

What you’ll be doing

Monitor infrastructure

They ensure that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard they will perform necessary checks, apply monitoring tools and respond to alerts. Where software is a component of the solution they will also take responsibility for ensuring that the software is installed and configured according to client requirements.

Identify problems and errors

The Principal Cisco Voice Engineer identifies problems and errors prior to or when they occur. He or she will log all such incidents in a timely manner with the required level of detail with all the necessary stakeholders. They liaise with all stakeholders including client IT environments, vendors, carriers and our client colleagues to expedite diagnosis of errors and problems and to identify a resolution.

Ensure resolution of incidents and requests

They investigate all line support calls and identify the root cause of incidents and problems to ensure proactive future management. They ensure the efficient and comprehensive resolution of incidents and requests. This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident to resolution within the service level conditions.

Where necessary, they escalate requests and exceptions to the 3rd line support team.

Ensure continuous feedback

They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by our client procedures.

Incident management

When required they will take responsibility for receiving calls and incidents at the services desk. They assist in analysing, assigning and escalating the support calls. They also provide telephonic support to clients where required.

They update incidents with progress and resolution details.

Reports

The Principal Cisco Voice Engineer is also responsible for producing breach and other reports that are necessary for the correct operation of processes. They identify failures and short-comings in the current processes and escalate with recommendations.

Behavioural skills

Principal Cisco Voice Engineers are required to strictly comply and ensure compliance with all processes and procedures as prescribed by our client and the client when relevant. These individuals should possess sound knowledge of Collab infrastructure and systems. Their ability to communicate well and to capture all pertinent details when required will contribute to their success.

What would make you a good fit for this role?

Here’s what we are looking for in candidates for this job

  • IT related degree or minimum of 6-8 years IT experience configuring, installing and troubleshooting network and Cisco Telephony equipment
  • A formal Cisco qualification is essential in the one or more of the following technologies, CCNP Collaboration, CCDP or CCIP, certifications in UCCX, Finesse & ARC
  • An existing or in progress CCIE Voice/Collaboration certification is advantageous
  • Hands on, in-depth experience in prepping, configuration, installation, troubleshooting of Cisco product range.
  • Previous Telephony experience in other vendors such as Oracle SBC, Mitel ETC will be advantageous.
  • Working experience & an understanding the following Technologies:
  • Routing and switching – LAN, WAN, VLANs, Layer 2 and 3, QoS
  • Wireless LANs’ and Authentication mechanisms
  • IPT solutions, SIP
  • VOIP and Session Border Controller solutions
  • Network optimization devices

In this position you will be required to:

  1. Ensure that assigned infrastructure at the client site is configured, installed, tested and operational and that software is installed and configured according to client requirements.
  2. Identify problems and errors prior to or when they occur and log all such incidents in a timely manner with the required level of detail.
  3. Take full ownership for managing the incident to resolution within the service level conditions.
  4. Provide telephonic support to clients when required and update the relevant systems as per our client’s procedures.
  5. Perform the necessary hand over procedures in cases where shift work is required.
  6. Produce breach and other reports to identify failures and short-comings

Overview

Position: Open
Location: Cape Town
Job Title: Principal Cisco Voice Engineer
Salary: To be discussed