Network Analyst - Voice

Are You Ready for an Exciting New Tech Challenge? Look no further than Centorrino Technologies!

At Centorrino Technologies, we're not just another tech company – we're a community that thrives on excellence. We're thrilled to announce our certifications as a Great Place to Work for 2023, Best Places to Work for 2022 and 2023, and Best Places to Work in Tech for 2023. 🏆

Our remarkable eNPS score of 74 is a testament to our unwavering commitment to cultivating an extraordinary culture. 🌟

But we're not stopping there. We're on a mission to redefine the customer experience, eliminating everyday friction for our valued clients. Join us in building a truly exceptional company, dedicated to continuous improvement.

We’re excited by the fact our team is continuing to expand. And, as we continue to grow, we’re on the hunt for a Network Analyst - Voice to join our team within Australia.

The Network Analyst - Voice is responsible for managing, troubleshooting, and optimizing the voice systems across our clients, with a particular focus on 3CX and Microsoft Teams environments. The candidate will be involved in resolving incidents, maintaining system stability, and supporting the effective operation of unified communication solutions. This role also ensures seamless collaboration between end-users and other technical departments to minimize disruptions and maximize system availability.

Requirements

Here's what you'll be doing:

• Monitor and manage voice-related incidents and service requests related to 3CX and Microsoft Teams using ticketing systems.

• Diagnose, troubleshoot, and resolve voice and telephony issues promptly to minimize downtime.

• Escalate complex incidents to senior engineers or external vendors as necessary.

• Maintain incident logs and provide detailed documentation of resolution steps.
• Configure and manage call routing, voicemail, IVR, call groups, and queues in 3CX and Microsoft Teams.
• Ensure compliance with best practices for network voice configurations, ensuring secure and efficient communications.
• Monitor network performance for voice traffic and identify any issues with call quality or performance bottlenecks.

• Collaborate with the Network and other teams to ensure proper integration of voice systems within the overall infrastructure.

• Provide technical support to end-users regarding voice services, including troubleshooting and setup for 3CX and Teams-based voice systems.

Here's what you'll bring:

• Experience working with voice systems, with a strong focus on 3CX and Microsoft Teams.
• Experience troubleshooting and supporting voice networks and associated protocols (e.g., SIP, VoIP, QoS).
• Proficient in 3CX system configuration and administration.
• Experience with Microsoft Teams calling features, Direct Routing, and Teams Phone administration.
• Strong understanding of networking protocols such as TCP/IP, SIP, RTP, and QoS for voice services.
• Familiarity with VoIP gateways, session border controllers (SBCs), and other telephony systems.
• Experience with monitoring tools for voice traffic and diagnosing call quality issues.
• Knowledge of Azure Active Directory and Microsoft 365 administration (beneficial).
• Proficient in resolving complex issues with strong troubleshooting and analytical skills, effective communication, and a collaborative approach.

Please note that all team members must have a valid state-based Working with Children Check (WWCC), Police check, and be authorised to work in Australia.

Benefits

Our company is more than just a workplace, it's a hub of inspiration and creativity where employees love to work! Here's why:

• We offer a wealth of training and development opportunities to help you enhance your skills and achieve your career goals, including a diverse range of courses, certifications, and personalised coaching.
• We care about your physical and mental wellbeing, which is why we offer wellbeing subsidies that provide discounts on gym, yoga, and Pilates memberships.
• We understand that technology is key to your success, which is why we give you the freedom to choose between a Mac or PC and offer cost-price tech discounts so you can stay up-to-date with the latest trends.
• We believe in working hard and playing hard, and foster team bonding through a variety of events that help you connect with your colleagues outside of work.
• We believe in your potential and offer a personalized career and learning plan tailored to your unique goals and aspirations, committed to supporting you in becoming the best version of yourself.
• We celebrate diversity and inclusivity, and prioritise health, wellbeing, and fun in our workplace culture.

When you join Centorrino Technologies, you know you are joining an organisation that is driven by our values and innovation. We are proud to be an equal opportunity employer, and are committed to building a diverse and inclusive workplace where we embrace our individual talents, and our differences. We encourage applications from people of all ages, disabilities, LGBTQI, Indigenous people and people from culturally diverse backgrounds.