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Position Summary
- The technical support specialist is responsible for provisioning of hardware, troubleshooting and resolving telephony issues in the customer’s voice environment. Provides technical support to customer(s) and responsible for updating Cisco Unified Communications Manager and Call Express. The technical support specialist is responsible for monitoring the customer’s voice infrastructure by means of the monitoring tools available and taking the appropriate action to resolve the issue when required. The technical support specialist manages the end to end process of store incidents and liaising with Third Party Vendors and customers until the incident has been resolved. The technical support specialist will also manage the transitioning process from analogue to UC, implementation of IMACDs in the store environment for standalone stores and malls and end to end installation / deactivation of voice lines in stores.
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Key Responsibilities(KPA'S)
Provisioning and Support
- Provisioning of IP Telephones using Cisco tools available
- Make the necessary soft changes on the telephony system(s) as required by the customer(s)
- Troubleshoot reported incidents and resolve or log a call with the required Third-Party Vendor and manage until resolution
- Effectively communicate to internal and external stakeholders
- Manage all new starters requests and decommissioning of user information
- Ensure that the necessary systems have been updated
- Update and maintain client databases
- Attend client and vendor meetings
- Vendor Liaison
- Check buffers daily and report issues to vendor and manage until resolution
Processes & Procedures
- Adhere to customer’s requirements by updating internal IT system for service requests, incidents and changes that have been logged
- As per the customer’s requirements regularly update the IT System with feedback on unresolved incidents or service requests
- Ensure that voice processes remain updated
- Keep an accurate account of all SIMs, handsets and respective user list
- Maintain a master site list for IMACDs
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Financial Management
- Quotations
- Procurement
- Asset management
- Purchase order process
Value Added Services
- Out-of-scope service delivery - projects
Information and Reporting
- Ad-Hoc reports
- Weekly/Monthly client reports
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Job Scorecard(KPI'S)
- CCNA Certification needed
- Provide stores with updates on unresolved incidents by using the customer’s IT service management tool
- Manage end to end process on incidents for stores, head office, regional offices and Distribution centres
- Process store switchboard upgrades/replacement hardware and manage the end to end process with Third Party vendor commercial departments and installation teams
- When changes are required in the customer’s voice or other environments, the technical support specialist needs to familiarise himself with the change and requirements and potential impact to voice services
- Ensure that ITSM is updated and the customer has been provided with feedback (daily, weekly, etc.) on incidents and service requests
- Escalate incidents, changes and service requests when required to the applicable party
- Attend customer meetings on office moves, changes, et., document and understand customer needs and provide customer with recommendations and solution relating to voice services
- Troubleshoot and resolve Cisco IP telephone and Analogue telephone issues
- Attend to IMACDs in the Store Voice environment
- Achieve SLA within timelines
- Adherence to procurement process
- Troubleshoot and resolve analogue / VOIP issues on IMACD projects
- Manage end to end process for all IMACDs
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