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Rapidly growing, well-known Cape Town based Company is seeking a Systems Engineer - Telephony Services to join their team in Observatory.
The person is expected to have at least a basic understanding and knowledge of telephone management systems (TMS) in order to administer and maintain client's Galactrix database. - Perform 1st line support on the group's ISDX and/or Nortel BCM and CS1000 telephone exchanges.
- Ensure 2nd and 3rd line support calls are assigned correctly.
- Ensure incidents and requests are updated regularly and effectively.
- Ensure incidents are resolved within SLA.
- Perform system health checks.
- Ensure that standards and protocols within the clients architecture are adhered to.
- Maintain system configuration and other system related documentation.
- Accurately maintain clients's Galactrix telephone management system (TMS) database.
- Create/delete/amend records daily.
- Supply business with financial corrections.
- Do daily morning checks on systems.
- Follow up on requests and queries.
- Supply reports to business.
- Do month-end runs.
Educational and Skills Requirements: - Telephony qualification(s) on Nortel (CS1000 and BCM) and/or ISDX telephone exchanges.
- Background experience required in Galactrix or other relevant Telephone Management System (TMS).
- One or more years' experience supporting telephony systems.
- One or more years' experience supporting Telephone Management System (TMS/Galactrix).
- Strong hands-on technical knowledge of telephony systems and services.
- Track record of effectively prioritizing tasks with a strong customer service orientation and experience.
- Used to working in a team oriented, collaborative environment.
Personal Attributes: - Good communication skills
- Passion for technology.
- Attention to detail.
- Client focused.
- Pride in work.
- Able to take ownership and drive issues to completion.
- Be able and prepared to work after hours when required.
- Willingness to react to after hour crises while on extended remote station.
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