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20 Nov 2024

Permanent IT Support Technician – Telephony – Sanlam Vacancies

Sanlam – Posted by JobLink24 –  Midrand, Gauteng, South Africa

Job Description

Sanlam Vacancies – IT Support Technician – Telephony

Position Overview

Sanlam is seeking an experienced IT Support Technician to join our team. The successful candidate will be responsible for supporting, administering, and contributing to the development of the Genesys PureConnect and PureCloud Customer Interaction and Voice/Text Analytics platform. This platform is a critical component of our IT infrastructure, ensuring the efficiency and productivity of our business operations.

Key Responsibilities

Support

  • Conduct daily system tests (rotated among team members).
  • Provide user and application support, troubleshoot issues, and resolve problems.
  • Escalate and track bugs/issues with internal teams and external service providers.
  • Monitor dialer activity, lead volumes, and system status across platforms.
  • Participate in after-hours support on a rotational basis.

Maintenance

  • Perform user, workgroup, and profile administration across platforms.
  • Manage system performance and ensure stability.
  • Conduct fortnightly system switchover and maintenance (rotational).
  • Configure and maintain dialer campaigns and data tables.
  • Test and facilitate the deployment of new application version releases.
  • Collaborate with team members and other support teams to achieve system stability.

Qualifications and Experience

Education

  • Matric/Grade 12/NQF Level 4.
  • Degree in IT or a related field (advantageous).
  • IP Telephony, SQL, or Genesys-related qualifications (advantageous).

Experience

  • Minimum 2 years in an IT support or SysAdmin role.
  • Experience with telephony or business workflow systems (advantageous).
  • Familiarity with Genesys PureConnect and PureCloud (advantageous).
  • Working knowledge of:
    • VOIP/SIP and network infrastructure (TCP/IP tools).
    • Microsoft SQL Server, IIS Web Services, APIs, and Windows operating systems.
    • Domain, Exchange, Active Directory, and Microsoft Office 365.

Competencies and Skills

  • Strong problem-solving capabilities and analytical skills with attention to detail.
  • Ability to work independently, under pressure, and with flexible hours.
  • Excellent communication and administrative skills.
  • Proficient in using problem tracking tools.
  • Self-motivated, disciplined, and reliable.

Core Competencies

  • Being Resilient – Effectively handles challenges and setbacks.
  • Collaboration – Works well with others to achieve team goals.
  • Cultivates Innovation – Proactively suggests and implements new ideas.
  • Customer Focus – Provides excellent support to stakeholders.
  • Drives Results – Ensures tasks are completed efficiently and effectively.

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