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Voice Network Administrator - Port Louis

The Rank Group plc
Maidenhead, Berkshire
Closing date
23 Sep 2022
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Voice Network Administrator - Port Louis

Company Description

The Rank Group is growing rapidly within both our Venues and Digital businesses. If you're not sure who we are, you may be more familiar with us through our iconic brands; Mecca Bingo and Grosvenor Casino. We have most recently acquired Stride Gaming, which, together with our existing Digital business, forms Rank Interactive.

We employ circa 8,000 people globally, with our UK office functions being located in Maidenhead (Head Office), Sheffield (Customer Solutions Hub), London (Digital) and a further office in Gibraltar, which is home to our existing Rank Digital function - Rank Interactive.

We are evolving as a business and are adding some exciting new brands and concepts to our venues and digital offering. By joining an office-based or operational function with us, you'll instantly be part of a high-performing and inclusive culture, which works closely to support our Customer-facing teams.

Job Description

The Voice Network Administrator will be the primary point of contact for Rank Telephony systems. This role is responsible for the support and maintenance of the telecommunications infrastructure for the enterprise. Responsible for daily operations, analysis and monitoring for the contact centre software and other VOIP communications platform. They will troubleshoot and resolve telephony issues, and interface with corporate associates in solving telephony issues.

Telephony Infrastructure requirement:

  • To provide day-to-day telephone support that focus on the Vonage telephony infrastructure.
  • Provide support for telephony for the Rank Customer Solutions Hub and associated departments and establish good business relationships.
  • Maximise service availability by ensuring that all incidents are resolved efficiently and effectively.
  • Performs voice traffic engineering, technical evaluations, equipment assessments, etc.
  • Document and track work to provide auditing proof.
  • Ability to automate and troubleshoot manual processes.
  • Assist with troubleshooting service issues with their-party vendors and partners
  • Identify and implement process improvement opportunities to automate today's manual approach.
  • Participate in Critical Outage Calls.
  • Help drive incident resolution on Critical Outage calls.
  • Monitor, troubleshoot and identify root cause on recurring issues.
  • Ability to coordinate with other teams to facilitate change and resolve issues.
  • Where priorities dictate, provide day to day infrastructure break fix support, ensuring tickets logged are resolved within designated SLA period.
  • Provide fault analysis and resolutions for incidents, to understand and analyze allocated support calls, identify a recommended solution, and estimate the effort necessary to implement the solution using appropriate methods.
  • Responsible for system / software deployments and upgrades that impact telephony infrastructure and provide guidance on decisions relating to telephony developments.
  • Adhere to established regulatory compliance processes.
  • Provide information to High Level Design document reviews.
  • Produce documentation on new procedures, and review documentation held within document repository.
  • Active participation in Disaster Recovery tests.
  • Contribute to the delivery of IT projects following established Rank processes.
  • Adherence to Rank Change control processes ensuring that approach is Risk Averse.
  • Ensure that any CCs raised contain the required level of detail required by CAB.
  • Research new products, both hardware and software, and make recommendations on use and benefits to Rank.
  • Extensive use of ticketing system - Service Now.
  • Maybe require assisting with Video Conferencing demands.
  • Be available on call.
  • Any other duties as requested by the Company.


  • RJ45 and RJ11 Cable Patching, configuration and testing of network connections.
  • TCP/IP.
  • Troubleshoot Network connectivity problems in a LAN/WAN environment.
  • Switch troubleshooting and configuration
  • Liaising with local ISP and network provider.
  • Help drive incident resolution on Critical Outage calls.



  • Basic knowledge of TCP/IP, H323 and SIP
  • Experience of working in a Corporate Office environment
  • Proactive Problem-Solving Skills.
  • Excellent communication Skills (Verbal and Written)
  • Good Planning and Organisational Skills
  • Able to operate proactively with minimal supervision
  • Able to operate under stressful conditions
  • Able to manage Time and Priorities effectively
  • Industry-related Degree (Minimum 2:1)


  • Industry-relevant qualification (Microsoft, Cisco)
  • Knowledge of QoS
  • ITIL Framework

Additional Information

  • Demonstrates sense of passion and pride about own work. Positive attitude and adapts well to change. Inspires passion and excitement around shared goals, promoting environment of achievement.
  • Ability to develop and deliver clear, concise communication and communicate highly complex technical information clearly and articulately.
  • Ability to identify, influence and work collaboratively with internal Stakeholders and key external service providers.
  • Demonstrates strategic thinking and planning ability, whilst being tactically responsive to changing needs.
  • Confronts and works through tough issues, demonstrating perseverance and a sense of urgency.
  • Has a passion for technology, keeps up to date of new technology and developments and understands the potential impact and value to the business.
  • An ability and desire to learn new skills and technologies.
  • Positive attitude can work with ambiguity and adapts well to change.
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