IT Infrastructure & Network Engineer

Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change. Kaelo meets the Healthcare needs of Corporate and Retail clients across South Africa - products offerings include Medical Insurance, Medical Aid, Gap Insurance, Kaelo Money and employee assistance programmes.

Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change. Kaelo meets the Healthcare needs of Corporate and Retail clients across South Africa - products offerings include Medical Insurance, Medical Aid, Gap Insurance, Kaelo Money and employee assistance programmes.

The IT Infrastructure & Network Engineer is Kaelo’s on-site technology presence at an office location. Reporting to the Head of IT, the incumbent provides end-user support, supports the call centre and its telephony and omnichannel services, and maintains the local infrastructure, network and firewalls, ensuring that staff at the site have reliable, secure and well-supported technology.

The role combines strong desktop and infrastructure support capability with solid networking knowledge, and includes user and access management, day-to-day management of virtual servers and cloud infrastructure in partnership with the Cloud Engineer, first-line handling of site security matters in partnership with the Security Engineer, and delivery of assigned IT project work. As the main technical presence at the site, the incumbent must be self-sufficient, well organised and comfortable escalating appropriately.

• End-User, Call Centre & Omnichannel Support
• Provide first and second line support to users at the site across desktop, laptop, mobile, application and connectivity issues.
• Support the call centre, including agent workstations, headsets, softphones and call centre applications, prioritising issues that affect live member service.
• Support the underlying telephony services (VoIP, PBX or cloud telephony, SIP trunks, IVR and call routing) and the omnichannel platforms used by the call centre, such as voice, email, chat and messaging channels, working with vendors where required.
• Resolve assigned tickets within agreed service levels and keep users informed, co-ordinating hardware repairs and warranty claims through the IT Desktop and Asset Admin.
• Support meeting room, audio-visual and collaboration technology.
• Network Support, Maintenance & Firewall Management
• Maintain and troubleshoot the local network, including switching, wireless and connectivity to other sites, data centres and cloud services.
• Manage the site firewalls, including rule changes through the approved change process, firmware updates, VPN configuration and periodic rule reviews.
• Ensure network quality of service supports voice and omnichannel traffic, so that call quality and contact centre services are not degraded.
• Monitor network, telephony and connectivity performance at the site and elevate degradation promptly.
• Manage the physical network infrastructure, including patching, cabling and comms room condition, and keep network documentation current.
• Infrastructure, Virtual Servers & Endpoint Management
• Maintain local servers and supporting services at the site.
• Manage virtual servers (VMware or Hyper-V) and carry out day-to-day cloud infrastructure tasks within delegated authority, escalating to and working with the Cloud Engineer on design, capacity, security and incident matters.
• Deploy, configure and decommission endpoints in line with organisational standards, including call centre workstations and telephony endpoints.
• Manage software…