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.