Johannesburg: Voice Engineer posted by Hire Resolve

About the Role

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.

Key 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.

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.

Salary & Benefits

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