+ 27 (0) 21 741 0400 + 27 (0) 21 741 0400   CAREERS@DATAFIN.COM

(UC) Engineer

IT – Support
Durban – KwaZulu Natal

ENVIRONMENT:
An innovative company at the forefront of Cloud Solutions is currently searching for a Unified Communication Engineer, (UC) Engineer, responsible for the scoping, deployment, maintenance, troubleshooting, and support of all AnD customer services. The role encompasses two primary areas: the deployment of AnD services and the support of AnD services. Success in this role hinges on maintaining excellent and pertinent technical skills while consistently delivering at the highest level. This individual must be a team player with outstanding organizational and customer service skills. Possession of a relevant tertiary qualification is beneficial, and a minimum of 6 years of support experience at a 2nd level is essential.
 
DUTIES:
Field Services:
  • Customer Interaction, Design and Deployment
  • Software service and hardware configuration
  • Hardware / Software / Network troubleshooting
  • Advising relevant parties on measures to be taken (if any) to prevent the problem from occurring again.
  • Planning and deployment of allocated solutions at customer sites including:
  • Site surveys (completed survey, documentation, LAN diagram, floorplan, photos)
  • Call flows and needs analysis (diagrams, documentation, ATP content)
  • Configuration (QueueMetrics, Zabbix, CPE, ViBE)
  • Deployment
  • Acceptance testing and training of users
  • Project-related IMACs (installations/moves/additions/changes)
  • Change management: preparing change requests and reporting on outcomes.
  • Ensure that records, systems, and knowledge base within area of responsibility are up to date and always maintained (customer documentation, site documentation and diagrams and similar)
  • Ensure all required site documentation is updated, signed off, uploaded, and handed over to Support.
  • Defining, mapping and documenting installation processes and configuration items, as and when allocated and ensuring the team has been trained accordingly.
 
Support Desk:
  • Develop and maintain customer confidence in AnD Service and Support.
  • Troubleshoot and resolve Support tickets.
  • Escalation of faults where appropriate.
  • Incident investigation, diagnosis, resolution, and documentation.
  • Investigating and resolving assigned customer fault reports.
  • Monitoring incident and problem details, including the configuration items affected.
  • Proactive and daily health checks: customer- and internal systems.
  • Proactive customer support: via e-mail and telephone.
  • Reacting on system alerts to address problems.
  • System based reporting.
  • Verifying system and data backup integrity on a regular basis.
 
General:
  • Operational support systems: Ensure all support systems are always accurately updated with customer and technical information.
  • Monitoring Systems: Ensure all customer information is correctly displayed on all the monitoring systems.
  • Policies and Procedures: Ensure that all policies and procedures are adhered to o Ensure you understand available technologies.
  • Stay up to date with development, improvements, etc.
  • Create internal awareness around the technology.
  • Scheduled overtime work as and when is required.
  • Scheduled standby after-hours during weekdays and weekends when required.
  • Shift work hours between 7h00 and 18h00
  • Reporting of events and root causes of incidents when required
  • Hardware pre-configuration
  • Proactively remain abreast of industry knowledge and active knowledge-sharing with colleagues
  • Self-study and research to develop both technical and soft skills.
  • Liaise with cross-functional departments (e.g. Projects, Field Services, Support, Sales) to ensure smooth deployment and customer service.
 
REQUIREMENTS:
  • Matric essential.
  • Relevant tertiary qualification beneficial.
  • 6+ years of support experience at a 2nd Level essential.
  • 3rd Line experience beneficial.
  • Prior Field Services experience essential.
  • 6+ years of Customer Service experience essential.
  • Driver’s license and own reliable transport essential.
  • Network configuration / routing / firewall management.
  • Experience with Linux (Centos / Ubuntu) beneficial.
  • Fluent with one or more VoIP and IP Telephony technologies: SIP, RTP, IP-PBX, IP devices essential.
  • Experience with one or more VoIP application essential.
  • Experience with WAN / LAN / system monitoring tools (Nagios, Zabbix etc.) beneficial.
  • Problem solving and debugging skills with TCP/IP, UDP tools essential.
 
PERSONAL SKILLS AND ATTRIBUTES:
  • Organised with attention to detail
  • Analytical with strong problem-solving ability
  • Patient and diplomatic
  • Team Player
  • Enthusiastic / confident / professional
  • Passion for delivery and service
  • Ethical
  • Excellent written and verbal communication skills
  • Excellent telephone manner
  • Good time management skills

+ 27 (0) 21 741 0400