You'll work at the intersection of IT support, contact centre technology and innovation, helping us create a reliable, seamless experience for our people and customers.
Your role will include:
Assisting with the development of our Omni-Channel Contact centre system - ConnexAI
Keeping our contact centre connected: Support and troubleshoot VoIP, SIP, PABX systems, softphones, headsets, call routing and IVR functionality.
Making technology work: Provide hands-on IT support across Windows desktops, servers, networks, Microsoft 365 and business applications.
Helping build smarter customer experiences: Support our ConnexAI platform, including AI agents, chatbots, self-service tools and contact centre integrations.
Connecting the dots: Assist with API integrations between our contact centre, CRM, policy administration and other business systems.
Turning data into insights: Use SQL queries to support reporting, dashboards, troubleshooting and operational improvements.
Keeping systems secure and reliable: Support user access management, security controls, system monitoring and incident resolution.
Moving technology forward: Get involved in system upgrades, testing, deployments and exciting technology projects.
Requirements
What you'll bring to the team
You're a natural problem-solver who enjoys understanding how things work, fixing what doesn't and finding better ways to get things done.
You communicate clearly, stay calm when things get busy and take pride in delivering great service. Most importantly, you're curious, adaptable and excited to keep learning.
The minimum requirements:
Matric / Grade 12.
At least one recognised IT certification, such as CompTIA A+, Network+, Microsoft 365 or CCNA.
3 - 5 years' experience in an IT support or IT technician role, ideally within a contact centre or high-volume operational environment.
Hands-on experience with VoIP and SIP troubleshooting, including call quality, registration and connectivity issues.
Experience administering PABX systems, including extensions, hunt groups, call routing and IVR configuration.
Experience supporting softphones, IP handsets and headsets.
Practical experience with Windows desktop and Windows Server environments.
Experience administering Microsoft 365 and Active Directory / Entra ID.
Experience troubleshooting network hardware and connectivity.
Your essential technical toolkit:
VoIP, SIP and PABX administration.
Windows desktop support, hardware diagnostics and troubleshooting.
Windows Server, Active Directory / Entra ID and Microsoft 365 administration.
Networking fundamentals: TCP/IP, DNS, DHCP, VLANs and VPNs.
Service desk, ticketing and remote support tools.
SQL querying and API integrations.
Bonus points if you have:
PowerShell or Python scripting experience.
Exposure to ConnexAI or similar contact centre platforms.
Experience with AI-driven contact centre solutions.
A tertiary qualification in IT or a related field.
Experience in insurance, financial services, large-scale contact centres (500+ users), omnichannel environments or CRM-integrated telephony.