Our client in the technology / internet marketplace business, is looking for a hands-on IT Specialist to own the network and phone systems supporting a call centre of 40 agents plus finance, HR, and QA staff. You will be responsible for keeping the office connected, calls flowing, and systems secure — and for making sound judgement calls when things go sideways (a carrier flags our traffic, the internet link flaps, a device provision).
This is a hybrid infrastructure role: part network engineer, part telephony administrator, part first-line vendor negotiator. You will work independently, document what you build, and be able to defend every decision you make.

WHAT YOU WILL DO
• Network administration: Configure and maintain a MikroTik-based network — NAT, VLAN segmentation (call centre isolated from finance/HR/QA), inter-VLAN firewall rules, and locked-down remote management (no WAN-exposed admin access).
• Secure tunnelling: Build and maintain VPN tunnels (WireGuard or L2TP/IPsec) to route specific traffic (e.g., SIP/RTP) through a remote endpoint, including failover/kill- switch logic so traffic never leaks out the wrong path if a tunnel drops.
• Telephony administration: Configure and maintain an on-premise PBX (Yeastar or similar) — SIP trunks, outbound dial patterns, inbound routes, IVR menus, ring groups, and extensions. Provision and troubleshoot Grandstream (or similar) handsets and ATAs, including NAT keep-alive handling.
• Troubleshooting: Diagnose voice quality and call-flow issues (e.g., one-way audio, registration failures) using a systematic approach — isolating signalling from media, using the right tools (packet captures, SIP traces, port checks) rather than guessing.
• Vendor and carrier management: Investigate and resolve carrier-side issues (e.g., trunk suspensions related to call-routing/traffic-origin policy), and manage relationships with ISPs and telecom vendors, including formal escalation when service issues need to be proven and fixed.
• Procurement judgement: Evaluate hardware/vendor options (e.g., laptops, network gear) against practical operational needs, not just spec sheets or price.
• Resilience planning: Identify single points of failure (e.g., one internet link) and recommend/implement mitigations so a single outage doesn't take down the call centre.
• Documentation: Maintain clear, current runbooks that a colleague could follow to restore service without you in the room.

Minimum 3 years of hands-on experience in IT infrastructure, network administration an VoIP/telephony systems, with demonstrable experience configuring MikroTik (or equivalent), VPNs, PBX systems and SIP/VoIP environments.

Must-Have Technical Skills
• Practical experience configuring MikroTik RouterOS (or equivalent) — NAT, VLANs, firewall filter/NAT rules, service port locking.
• Experience building site-to-site or remote VPN tunnels (WireGuard, IPsec, or L2TP) with policy-based routing and failover logic.
• Hands-on experience with an on-premise or hosted PBX (Yeastar, 3CX, FreePBX, Asterisk, or similar) — SIP trunk setup, IVR, routing, extensions.
• Familiarity with SIP/VoIP troubleshooting — understanding of SIP signalling vs. RTP media, NAT traversal issues, ALG pitfalls, and one-way audio diagnosis.
• Experience provisioning IP phones/ATAs (Grandstream or similar) in a business environment.
• Solid grasp of network security fundamentals — least-privilege firewalling, segmentation, remote-access hardening.

Ability to spot the non-obvious problem (e.g., a policy or compliance issue behind a technical symptom) without being walked to it.
• Comfortable making and documenting reasonable assumptions when requirements are ambiguous.
• Clear, concise written communication, can produce a runbook or incident summary a colleague can actually follow.
• Able to defend technical decisions under questioning and adapt on the fly when requirements change.
• Proactive about flagging risk to management before it becomes an incident.

• Experience with international/cross-border VoIP routing and carrier compliance
  requirements specifically Kenya, Uganda and Tanzania.
• Prior call-centre or contact-centre IT support experience.
• Experience with monitoring/alerting setups for network or VoIP uptime.
  Comfortable using AI tools (Claude, ChatGPT, Copilot, etc.) as part of the workflow

All applications should be submitted on or before 7th September, 2026.