Network & VOIP Administration and Operations

• Deploy and manage secure, scalable data and voice (VoIP/call center) networks.
• Integrate voice systems with IT infrastructure (network, servers, security).
• Coordinate with NOC to ensure proactive monitoring via NMS.
• Plan for infrastructure growth and ensure compliance with ISO 27000, PCI DSS, and GDPR.

Troubleshooting & Support

• Resolve network and VoIP incidents and provide L2 support.
• Escalate issues per SLA and escalation matrix.
• Train ICT support teams on VoIP tools.
• Collaborate with IT teams and maintain support SLAs.

Business Continuity & Disaster Recovery

• Support BCP development and execute DR plans.
• Manage failovers and DR drills with stakeholders and vendors.

Security Operations

• Ensure systems are monitored via SOC and logs reviewed.
• Handle first-level security incident triage and response.
• Perform patching, hardening, and account management.
• Monitor security feeds and audit remediation.

Project Support

• Translate business needs into technical requirements.
• Support planning, implementation, and system integration.

Documentation & Reporting

• Maintain infrastructure and security documentation.
• Update risk registers and incident records.
• Provide regular security and operational reports.

Vendor Management

• Enforce SLAs and oversee vendor performance.
• Supervise contractors and ensure compliance with scope.
• Manage escalations where needed.

Continuous Improvement

• Stay updated on emerging technologies.
• Participate in training and certifications.
• Identify opportunities for infrastructure improvement.

Job Specifications

Academic Qualifications

• Degree in Computer Technology, Information Technology, Computer Science, Telecommunication Engineering, or related field.

Professional Qualifications

• ITIL certification
• CCNA and CCNP certifications
• Certified Ethical Hacker (CEH)

Experience

• Minimum 5 years’ experience in IP Networks and Firewall support.
• Mandatory experience in VoIP deployment.

Competencies

• Strong knowledge of networking (TCP/IP, IPv6, routers, switches, firewalls, load balancers).
• Experience in network design, implementation, monitoring, and troubleshooting.
• Strong understanding of network security.
• Expert knowledge of VoIP and SIP technologies.
• Knowledge of wireless LAN, virtualization, and cloud computing.
• Strong analytical and problem-solving skills.
• Ability to work independently and in teams under pressure and tight deadlines.
• Strong communication, interpersonal, and customer service skills.
• Ability to manage multiple projects across diverse teams.