Sales & Support Technician

As a Sales & Support Technician, you will play a critical role in ensuring the seamless deployment and operation of our VoIP solutions for business clients. This role combines technical expertise with a customer-centric approach, requiring you to conduct site inspections, install and maintain VoIP systems, provide technical support, and assist in product sales. Your ability to troubleshoot complex issues, communicate effectively with clients, and maintain accurate documentation is essential for success in this position.

Key Responsibilities:

• Conduct pre-installation site inspections.
• Install, configure, and maintain VoIP systems, PBXs, IP phones, routers, and firewalls.
• Provide helpdesk support and remote troubleshooting.
• Assist business clients with VoIP product sales.
• Educate and train clients on system usage.
• Maintain up-to-date documentation.
• Collaborate with sales and technical teams.
• Stay informed on industry trends and best practices.

Daily Tasks:

• Helpdesk Support:
  • Respond to client support tickets via phone, email, or remote access.
  • Troubleshoot and resolve VoIP system issues, including call quality, connectivity, and configuration problems.
  • Provide timely and effective remote troubleshooting and problem resolution.
  • Document all support interactions and resolutions in the helpdesk system.
• System Maintenance:
  • Monitor VoIP system performance and identify potential issues.
  • Perform routine maintenance tasks, such as software updates and configuration backups.
  • Ensure network security and implement necessary security measures.
• Client Communication:
  • Provide clear and concise communication to clients regarding technical issues and resolutions.
  • Answer client questions and provide guidance on system usage.
  • Respond to client enquires for potential sales.
• Documentation:
  • Update and maintain accurate documentation of installations, configurations, and troubleshooting procedures.

Weekly Tasks:

• Site Inspections:
  • Conduct pre-installation site inspections to assess network readiness and infrastructure requirements.
  • Prepare detailed site inspection reports and recommendations.
• System Installations:
  • Install, configure, and maintain VoIP systems, PBXs, IP phones, routers, and firewalls at client sites.
  • Ensure proper integration of VoIP systems with client networks.
  • Test all systems to ensure proper function.

• Client Training:
  • Provide on-site or remote training to clients on system usage and best practices.
  • Develop and deliver training materials as needed.
• Sales Support:
  • Assist the sales team with technical information.
  • Provide demonstrations of VoIP equipment.
  • Provide system recommendations based on client needs.
• Team Collaboration:
  • Participate in team meetings and share knowledge with colleagues.
  • Collaborate with the sales and technical teams to ensure smooth deployment and customer satisfaction.

Monthly Tasks:

• Performance Reporting:
  • Generate monthly reports on support ticket resolution times, system uptime, and customer satisfaction.
  • Analyse support data to identify trends and areas for improvement.
• System Audits:
  • Conduct periodic audits of client VoIP systems to ensure optimal performance and security.
  • Recommend and implement system upgrades or improvements as needed.
• Product Knowledge Updates:
  • Stay informed on industry trends, VoIP technologies, and security best practices.
  • Attend training sessions and workshops to enhance technical skills.
  • Research new products and services to keep the company competitive.
• Sales Target Support:
  • Provide sales statistics regarding client upgrades, and system improvements.
  • Provide technical sales support for the sales team, and assist in closing sales.
• Documentation Updates:
  • Ensure all documentation is up to date.
• Inventory Management:
  • Assist in maintaining inventory of VoIP equipment, and related hardware.

Required Skills and Qualifications:

• Minimum 3 years IT experience with a focus on networking and VoIP.
• Certification in firewalls (e.g., Fortinet NSE, Cisco).
• Knowledge of VoIP protocols (SIP, RTP), networking (VLANs, QoS, NAT), and PBX systems.
• Familiarity with routers, switches, and network hardware.
• Experience with helpdesk support and remote troubleshooting tools.
• Strong communication and interpersonal skills.
• Ability to work independently and manage multiple tasks.
• Valid driver’s license and  willingness to travel.

Closing Date: 17 April 2025