Job Description

A prominent Telecommunications Provider based in Johannesburg, South Africa, specializing in providing services primarily to businesses (B2B), is seeking a highly skilled individual with end-to-end VoIP expertise and a strong networking background. This role is critical for managing technical escalations, troubleshooting complex voice issues, and ensuring timely resolution for clients, wholesalers, and partners.
Responsibilities:
Serve as the primary point for technical escalations from service teams, clients, and partners (wholesalers, interconnects).
Use diagnostic tools (e.g., Wireshark, SIP traces, syslog analysis) to identify, investigate, and implement solutions for common and complex voice failures.
Manage the full incident lifecycle, including ensuring a ticket is logged and providing timely feedback to customers/wholesalers.
Engage with upstream service providers to resolve complex issues affecting service delivery.
Provide specific technical support to internal field technicians for voice-related problems.
Systematically escalate more complex issues to senior expertise when required.
Apply a strong diagnostic mindset and pattern recognition to isolate issues across network layers.
Assist with departmental special projects and ad-hoc requests delegated by the Networks Manager.
Contribute to service improvement through proactive monitoring and incident prevention efforts.
Provide mentorship and training to new agents or interns as required.
Minimum Requirements:

• End-to-end VoIP Expertise (signaling to termination).

• Strong Networking Background (routing, switching, and protocols).

• Experience with at least one VoIP Monitoring Tool (e.g., VoIPMon, OCOM, HOMER).

• Foundational understanding of Session Border Controllers (SBCs), ideally ACME Packet.

Clear Communication: Ability to simplify complex technical information for non-technical audiences.
Self-Management: Must work independently with minimal supervision.
Own reliable transport is essential.
VoIP Technologies: SIP, RTP, Codecs, NAT traversal.
Softswitch Experience: PortaOne, Bicom, or similar platforms.
Troubleshooting Tools: Wireshark, SIP traces, syslog analysis.
Networking Fundamentals: TCP/IP, DNS, DHCP, Firewalls, VLANs, QoS.
Hardware Knowledge: Mikrotiks and Cisco Technologies.
SIP Advanced: Advanced Understanding of SIP Trunking (IP Auth and Digest).
Provider Experience: Working with upstream providers/telcos and tunnelling methods.
Basic Knowledge: SQL and Linux Experience.
Benefits:

• Competitive salary based on experience (salary can potentially be more based on experience/skills)

IF you meet the above requirements and want to make a career-changing move, apply today by emailing your CV to itcareers@hireresolve.za.com or daniel.corlett@hireresolve.us .

Skills Required