Network Support Manager

Date: 14.09.2016

Switch Telecom – Johannesburg, Gauteng

In this role you will be required to manage a team of Support Engineers whilst simultaneously providing VoIP Solutions to both clients and resellers. The Network Support Engineer Manager will be required to work on Asterisk and will be provided with the necessary training.

Education and Qualification:

Relevant Degree or diploma
Must be a South African citizen or have a valid work permit

Skills and Specifications:

Sound knowledge of Linux systems (CentOS / Red Hat / Fedora)
Minimum 4 years experience managing and developing a team of Engineers
Sound knowledge of databases (MySQL)
Ability to manage multiple priorities concurrently
Working knowledge of network architecture and protocols (TCP / IP, SSH, SCP, Ethernet)
Ability to troubleshoot network, software & operating system issues
Wireshark, Ethereal, tcpdump, strace, sar, top, vi, yum, rpm, rc scripts, sed, awk exposure advantageous
VoIP and Data knowledge beneficial
Understanding of VPN’s (ISPEC, 3DES or VPN Tunnels)
Knowledge of routing and switches
Understanding of DNS
ISP experience highly advantageous
Understanding of Firewalls

Job Specification

Management of the support team, monitoring team progress and setting clear objectives to ensure the highest possible level of query resolution and customer service.

Duties and Responsibilities:

Mentoring and coaching staff
Initiate and implement procedures within the team
Daily management of team priorities
Assume responsibility for escalated / unresolved queries
Developing a deep understanding of Switch Telecom products and services
Task allocation and performance evaluation of the technical team
Presenting on team performance and product development, present monthly and when required to senior management
Meeting with clients and suppliers to gather information and determine requirements and design solutions for both client solutions and new product development
Conduct regular team meetings, training sessions and tracking of team progress
Conduct performance review of team members and identify areas of improvement, give feedback and recommendations for promotions, salary increases, performance bonuses and deal with HR in terms of any HR related matters
Provide an efficient working atmosphere to the team and ensure all daily, monthly and yearly objectives are met
Ensure that the technical team follows the correct procedures, policies and processes across all aspects of the business
Assist in the installation of hosted switchboards, configuration of handsets and installing VoIP Solutions
Troubleshooting complex technical VoIP Solutions
Dealing with all technical escalations be it with clients, suppliers or interconnect partners and service providers
Ensure that the technical team provides prompt first response on all service requests and that the service requests are managed to competition in a timeous and professional manner by each member of the technical team
Professional communication to the clients and resellers and being responsive to the client’s needs and issues
Taking ultimate ownership of all service related queries handled by the team
Collaborating extensively with peers and resellers to resolve issues within the accepted time frames
Collaborating with peers and senior managements in terms of new products and new product conception, implementation and roll out
Ensuring that all service requests handled by the technical teal are updated comprehensively within the ticketing system
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
Development of operational technical documentation
Monitoring of termination providers interconnect both SS7 and SIP
Assist and facilitate Switch Telecom resellers with the effective monitoring and management of their networks to ensure the successful delivery of Switch Telecom services
Work together with senior management to identify resource and equipment requirements, efficient capacity planning and management of software and hardware availability.
Manage standby duties
Testing and implementation of new equipment, hardware and software

Required education:


Required experience:

Strong networking skills and proven staff management: 4 years

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