VoIP Technical Support Specialist (Cape Town Based)
Outsourcing - Careers · Cape Town, Western Cape
Do you want to be part of a dynamic team constantly challenging the status quo and finding "smarter" ways of doing things? If you answered yes, keep reading.
1Nebula is a next-generation SaaS Technology Business focused on providing businesses with cloud & technology
expense management services and tools to accelerate their cloud journey.
We hire amazing people from across South Africa, making our diverse group of team members,
called N48Xers, a force to be reckoned with.
Learn more about our people brand by watching our culture videos:
Job Opportunity at 1Nebula:
The purpose of this position is to deliver exceptional service to our clients by effectively resolving all VoIP-relatedservice requests and incidents. Provide technical support, guidance, and troubleshooting for hardware and software issues.
The role involves the provisioning and configuration of VoIP systems, maintaining updated documentation, and
continuously improving VoIP processes to align with SLA.
What You will do within this role (Your key responsibilities):
Technical Support
- Assist customers with technical inquiries and troubleshooting of hardware and software issues
- Provides onsite support as well as via telephone, email, and other remote communication methods
- Offer technical guidance and assistance for product setup and installation
- Escalate unresolved customer issues to higher-level technical support teams
- Test and troubleshoot software, hardware, and system configurations
- Utilize diagnostic tools to identify and resolve technical problems
- Develop technical documentation and user guides for hardware and software products
Provisioning and Support
- Provision IP telephones using Cisco tools (CUCM)
- Implement necessary soft changes on telephone systems as required by customers
- Troubleshoot reported incidents and resolve or escalate them to third-party vendors and managers until resolution
- Install and configure the Jabber client
- Manage all new starter requests and decommission user information
- Ensure all necessary systems are updated according to SLA requirements
Processes and Procedures
- Follow the end-to-end ticketing process per client requirements for incidents, service requests and changes
- Ensure VoIP processes are updated, and improvements are implemented
More about You (Our requirements for the role):
Although we believe in the potential of others more than anything else there are some minimum requirementswe would look for so consider these before sending us your application:
- Relevant degree and an ICT certification
- Strong knowledge of IP telephony and Cisco tools
- Knowledge of ITIL processes is beneficial.
- CISCO Certifications are essential
- CCNA - Basic Cisco Networking (WAN & LAN)
- CCNP
- Cisco VOIP
- PABX’s
- Video Conferencing
- Basic understanding of Cloud services
Our Amazing Perks!
- Enjoy 20 Leave days a year plus a “mulligan day” each quarter after meeting all your deliverables. That’s 4 extra leave days annually!
- Access to our Well-being program and Employee support services – we believe in work/life balance being of utmost importance for you and your family so this perk is for them too
- Grow your skills and learn something new with paid for Microsoft courses and certifications
- Take up a hobby and unlock a training allowance every 2 years to do something non-work related
- Give back by participating in our Culture and Social Responsibility initiatives
- Free Gap cover