Wintel Engineer at Merchants

  • Permanent Specialist position

  • Bryanston, Gauteng

  • Undisclosed cost to company

  • Job 2184986 | Ref IT1

  • Posted 30 Jan 2018 by Merchants SA

About the Position


The CCaaS Engineer -Wintel is responsible for providing 2nd level technical support on the overall CCaaS platform including Networks and Security , Telephony and VMWare with specific focus on Wintel systems. The CCaaS engineer will also assist with the design and deployment of new CCaaS services.



Knowledge of the building blocks that make up the CCaaS platform in order to be able to support the platform technologies
Troubleshooting, technical diagnosis, proposes efficient resolution of problems on the CCaaS platform.
Performs daily health checks on the CCaaS platform
Accountable for pro-active monitoring of all key CCaaS components and subsequent escalation to 3rd line CCaaS Specialists.
Liaises with 3rd level CCaaS Specialists to ensure timeous resolution of problems.
Supports the CCaaS Backup Process and the CCaaS System Patching Process
Updates the CCaaS Service Delivery Manager timeously on high priority, high impact issues.
Attends to all Service and Change requests

Design and Implementation

Assists with the design and implementation of servers and upgrades required to the CCaaS VMWare environment
Understands the architecture and key design principles that have been adopted within the Merchants CCaaS platform.


Maintains service and quality levels according to Merchants' business standards, processes and procedures.
Administers and configures systems according to Merchants' business standards, processes and procedures.
Documents standard operating procedures and processes
Manages the CCaaS SDM expectations with regards to break-fix calls and service requests.
Generates CCaaS reports as required (Uptime, TMS, Capacity)
Knowledge sharing with regional Merchants 1st level support team.

Minimum Criteria

Knowledge of CCaaS Technologies - Avaya Call Manager, CMS, IQ, Messaging, Experience Portal, Dialer, Session Manager, Sipera, Media Gateways.
Windows SBS, 2K, 2K3 and 2K8 Server; 2K Pro, XP Pro, Vista desktops
Thorough understanding of Active Directory principals and best practices
Knowledge of LAN,WAN, security ( firewall, switches, routers)
Knowledge of TCP/IP and protocols such as SIP, H323, SMTP, FTP, SSH, HTTP, SSL
Wintel, CCNA, VCP or studying towards would be advantageous
Experience in Project deployment and BAU support
Experience in Service improvement recommendations and implementation

Desired Skills

  • Windows SBS
  • 2K
  • 2K3 and 2K8 Server
  • 2K Pro
  • XP Pro
  • Vista desktops
  • LAN
  • WAN
  • security ( firewall
  • switches
  • routers)

About The Employer

Merchants is a leading BPO solution provider specialising in customer experience and customer interactions. We focus on people, process and technology to create exceptional customer experiences. We are passionate about people and our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors.

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