Key Responsibilities

• Administer, maintain, and operate enterprise telephony systems, including VoIP and IP telephony platforms.
• Manage and support Microsoft Teams Phone deployments and telephony services.
• Administer and maintain contact center solutions, including Voxtron and Microsoft Teams-based call center environments.
• Operate and support the Clobba reporting and analytics solution.
• Install, configure, and maintain telecommunications infrastructure and end-user devices, including IP phones, softphones, and gateways.
• Manage user accounts, phone numbers, extensions, call routing rules, and dial plans.
• Monitor telephony infrastructure, analyze system performance, and proactively identify issues.
• Diagnose and resolve telephony-related incidents and service disruptions.
• Integrate telephony platforms with existing IT systems and network environments.
• Collaborate with telecommunications carriers, vendors, and external service providers.
• Create and maintain technical documentation, operational procedures, and system configurations.
• Provide 2nd and 3rd level support for telephony and communication services.

Requirements

• Completed vocational training or degree in Information Technology, such as IT Specialist (System Integration), IT Systems Technician, or a comparable qualification.
• Proven experience with Microsoft Teams Telephony, IP telephony, VoIP solutions, and/or Voxtron contact center platforms.
• Experience with Clobba reporting and analytics.
• Hands-on experience with enterprise telephony systems, preferably Cisco Unified Communications Manager (CUCM).
• Fundamental knowledge of network administration, including LAN, VLANs, firewalls, and routing.
• Experience working with Windows Server environments and Active Directory.
• Strong analytical and problem-solving skills with a structured and methodical approach to work.
• Excellent communication skills and the ability to work effectively in a team environment.
• Good command of written and spoken English.

Desirable additional skills

• Knowledge of monitoring tools