• Sales
• Accounts
• Pre-Sales (Product Specialists)
• Customer Support (Voice, Networks, and Security)
• Operations
• Management

• Suppliers
• Resellers
• Customers

• As a 2^nd Line Cloud Support Engineer, you will be working within our existing, highly skilled, innovative, and driven Cloud Support team, allowing you to be a Cloud Ambassador for all our cloud products. You will be working with all the latest cloud computing technologies, and ensuring our customers get a return on their investment into our products and support.

• Collaborating with team members to evaluate and implement cloud technologies.
• Modifying and improving existing systems.
• Regularly reviewing existing systems and making recommendations for improvements.
• Interacting with clients/resellers, and suppliers, providing cloud support, and making recommendations based on client needs.
• Educating teams on the implementation of new cloud technologies and initiatives.
• System maintenance and administration.
• Daily reporting on client services and systems.

• Microsoft 365
• Azure (Basic)
• DNS, SSL & Domains
• Networking Skills (Basic)
• Exchange 2013+ (Basic)
• Active Directory
• Skilled in Windows Server
• Experience with Veeam

• 2 years’ minimum experience in a Technical Cloud Support position, within the ICT telecommunications/ ISP industry.

• A+, N+, MCSE or equivalent
• AZ-900
• MS-900

• Must have own transportation and a valid driver’s license.
• Must be a South African Citizen.

• Manage the day-to-day activities of the sales and marketing team.
• Escalation point for all sales and marketing related queries from internal teams.
• Ensure communication with internal teams on Customer sales and marketing related queries.
• Ensure OLA’s are in place within the sales and marketing team in order to respond and action queries quickly.
• Ensure sales and marketing performance reporting is maintained weekly.

• Drive customer engagement through customer meetings and planned events.
• Attend industry events to remain abreast of the industry movement.
• Work with marketing to drive customer and brand loyalty.

CipherWave, a Johannesburg based Internet Service Provider who offers Connectivity, Cloud, Voice & Security products is looking to hire an exceptional leader in the capacity of Sales and Marketing Executive The successful candidate will be responsible to lead and manage the sales and marketing team to drive growth in both the existing customer base as well as through acquiring new customers and partners.

This role will report to the Chief Executive Officer and is required to work seamlessly across all business units across the CipherWave group of companies.

• Managing the sales and marketing business unit performance.
• Managing the Sales and Marketing budget.
• Driving a sales culture of customer engagement within the sales team.
• Ensuring the sales business unit has sufficient team coverage to execute on the sales goals and growth ambitions.
• Implementing and maintaining sales and marketing KPI’s.
• Managing sales commission structures.
• Reporting on the sales team’s performance against growth targets and in line with the business’s expectations.
• Driving a culture of sales enablement, through identifying training improvements for the team.
• Implementing a sales incentive plan that encourages and rewards sales performance.
• Working closely with marketing to drive campaigns that assist with improving product sales.
• Improving on our partner programme that encourages a high touch point engagement with our partners which encourages partner loyalty to the brand.
• Implementing a sales development plan to ensure the sales team members can develop and grow.
• Implement a sales model that aligns and helps to minimise customer churn through improved customer engagement, excellent communication, consultative product engagement & collaborative team engagement.
• Arrange Company Brand Awareness at Industry Conferences.
• Maintaining all CipherWave brand CI and brand channels including Social Media platforms & the company website.
• Create and manage relationships with 3rd party marketing and events service providers.
• Performance Evaluation on all 3rd party marketing service providers.
• Responsible for SEO & Digital Platforms ie, Google Analytics.
• Keep abreast of market trends within the industry and ensuring the CipherWave brand remains relevant.
• Ensure that all company collateral, brochures are maintained in accordance with the company brand image and standards.
• Work with CipherWave partners and agencies to ensure brand alignment on go to market products & services.
• Plan, co-ordinate and manage customer events with the Sales and Marketing Team.

• Experience in a Sales and Marketing Leadership Role.
• Experience in the Telecoms or ICT Industry is mandatory.
• Excellent communication both verbal and written.
• Knowledge and Understanding of Connectivity, Cloud, Voice, Security Products.
• Experiencing working on a CRM System.
• Understanding of working with a reseller channel.
• Excellent Negotiation Skills.
• Ability to work well across multiple teams Team Player.
• Proficient in MS Office Suite.
• Comfortable in creating and presenting reports.
• Experience in managing digital marketing channels.
• Knowledge in website analytical and SEO tools.
• Experience is managing and optimizing Google Ad words.
• Experience working with various industry agencies.
• Good time management skills.

• Executive Management Experience Essential.
• Minimum 10 years’ experience in Sales with 5 Year in a leadership position, managing a sales and marketing team.
• Sound knowledge of sales and marketing principals and best practises.
• Successful proven track record of performance.
• Must be well networked.

• Business Management / Marketing Qualification, Degree or equivalent.

• Must be a South African Citizen.
• Valid Driver’s License.
• Own Transport.
• Willing to Travel.

• Sales
• Finance
• Projects
• Customer Support
• Customer Operations
• Infrastructure Services
• Human Resources
• Management

• Suppliers
• OEM’s

CipherWave is a South African Internet Service Provider (ISP) that provides businesses with a range of solutions to help them connect, communicate, and collaborate with their customers, employees, and suppliers We own and manage our own network infrastructure, which enables us to provide efficient, speedy service and support that our customers can count on 24/7.

We are looking for a candidate with strong technical and business acumen to lead our Infrastructure services division with planning, building and managing core network, cloud, voice and security platforms.

• The Head of Infrastructure would be responsible for managing the overall Infrastructure used within CipherWave This refers to all Server Hardware and Virtual Instances across multiple Public Hyperscalers The infrastructure is used to manage products which CipherWave either offers as part of our product offering or these servers are used to monitor CipherWave infrastructure.
• The Infrastructure Manager would have a team of Infrastructure Support Engineers who would report into him and who would work across Connectivity, Voice, Cloud, Security teams to ensure that the infrastructure which runs and monitors our systems, services are always on and operating optimally.
• The Infrastructure team will consolidate management of all server hardware and become a support structure for the business infrastructure hardware requirements and needs, therefore allowing all other teams to focus on their core areas which is (but not limited to ) supporting their products.
• Working with HR to attract and retain top talent.
• Planning, Building and Managing next generation Infrastructure Services for Network, Cloud, Voice and Security platforms.
• Manage Infrastructure Services within all our Data Centre Facilities.
• Manage Core Infrastructure Incidents, Problems and Changes.
• Create Business Cases for Capex Motivation on the Core Infrastructure.
• Lead and Manage Core Infrastructure Projects.
• Reporting on Core Infrastructure.

• Deep knowledge of internet service provider products and services on network, cloud, voice and security.
• Critical thinking and problem-solving skills, ie, the ability to make decisions and assess risk.
• Good communication (both written and verbal), including influencing skills.
• Ability to work in a stressful environment.
• Able to build and maintain strong relationships both internally and with partners.
• Networking Skills (Juniper, Cisco).
• Microsoft 365.
• Azure.
• DNS, SSL & Domains.
• Exchange 2013+.
• Active Directory.
• Windows Server.
• Veeam.
• Citrix Virtual Apps & NetScaler.
• Hyper-V and VMWare.
• Interconnects.
• Hosted PBX / On Premise PBX.
• Porta One / Broadsoft / VoIP Switch.
• Microsoft Teams.
• Gateway devices.
• Hardware example Yealink.
• Fortigate.
• Mimecast.

• Minimum 10 years' work experience in the telecommunications industry.
• Minimum 5 Years working in a senior management role.

• Matric Certificate.
• National Diploma.
• Bachelor’s degree (Advantage).
• MS Office (MS Word, Excel, and PowerPoint).
• A+, N+, MCSE or equivalent.
• Relevant Cisco and/or Juniper Certification.
• Relevant Voice/UC qualifications.
• Relevant FortiGate certifications.
• AZ-900.
• MS-900.
• AZ-104.
• VMCE (Advantage).

• Must have own transportation and a valid driver’s license.
• Must be willing to travel.
• Must be a South African Citizen.

• Internal Sales Consultant
• Key Account Manager
• Channel Account Manager
• Strategic Account Manager

• Suppliers

• CipherWave is a South African Internet Service Provider (ISP) that provides growing businesses with a range of solutions to help them connect, communicate, and collaborate with their customers, employees, and suppliers We own and manage our own network infrastructure, which enables us to provide efficient, speedy service and support that our customers can count on 24/7.
• CipherWave, being a leading Internet Service Provider is looking to hire a Sales Administrator to assist in supporting administrative functions to the sales department.

• Ensure that sales feasibility survey’s are addressed within the same day.
• Ensure that sales orders are validated and vetted with the same day as receiving from the account managers.
• Ensure that Renewal Trackers and Account Base Trackers are consistently reviewed and updated on a daily basis.
• Ensure that courtesy calls are made to each customer who sends through a cancellation request with the aim to understand and record the cancellation reason as well as to try to retain the customer.
• Ensure that the account managers are supported when out of the office on customer visits with continuity of pricing requests , customer calls or emails which come through in the meantime.
• Ensure that daily admin reports are ready as required by the CSO or your reporting line manager.
• Foster an atmosphere of self-study with regards to trends in the Telecommunications market.
• Ensure that daily customer sales calls ,sales contact and update calls are adhered to.
• Ensure that you remain relevant within the operational, finance and support workflow process to support the CSO and the business unit via these touchpoints.
• Attend all Sales and Relevant Internal meetings timeously.
• Work attendance is to be in line with the company set out work timelines.
• Understand our customers business segmentation, industry and core line of business within our Direct and Channel account base.

• Must be able to adhere to the company Vision, Mission and values at all times in a responsible manner.
• Must be able to work as part of the sales team and extended departments on special projects and initiatives.
• Must be well spoken with extremely professional telephone skills and manners.
• Must have the ability to write and to quote customers via Email with excellent Email etiquette.

• Minimum of 2 years Sales Administration experience required within the technology industry.

• Matric

• Sales Administrator
• Customer Support
• Operations
• Management

• Resellers
• Customers

• CipherWave is a South African Internet Service Provider (ISP) that provides growing businesses with a range of solutions to help them connect, communicate, and collaborate with their customers, employees, and suppliers We own and manage our own network infrastructure, which enables us to provide efficient, speedy service and support that our customers can count on 24/7.
• New business development and ensure that there is a relationship forged and maintained with every level that plays a role in the decision making at the customer sites within your allocated account base.

• Ensure that a strategy and a daily tactical plan is in place to maximise cross-selling, upselling and retention opportunities so as to maintain a healthy sales pipeline, sales forecast and sales nett new closure of new business sales guided by your allocated new business sales target and allocated customer base.
• Identify any possible threats, competitors and consultant influences that may cause the customer to consider any form of cancellation.
• To consistently meet agreed nett of churn sales new business targets.
• Weekly monitoring and reporting of contract renewal dates, overflow and analysis of industry trends in order to maintain extremely high customer service levels.
• Utilise and incorporate competencies of the services of any of our “Sales Specialist” & “Product Managers” to ensure that we remain top of mind from a technology provider perspective.
• Foster an atmosphere of self-study with regards to trends in the Telecommunications market so as to ensure that the company is viewed as a leader within our industry.
• Ensure that daily face to face customer meetings is adhered to, followed by meetings minutes being compiled and shared with the customer post each meeting.
• Ensure that you remain relevant within the operational, finance and support workflow process to support your customer via these touchpoints.
• Attend all Sales and Relevant Internal meetings timeously.
• Work attendance is to be in line with the company set out work timelines.
• Must be able to develop and build a cross-sell matrix (white space report) against your account base as part of your account planning strategy and tactical approach.
• Understand each customers business segmentation, industry and core line of business which will help in turn for you to be able to offer suitable advice and solutions to the customer.
• Reporting via your sales forecast, sales pipeline and sales activity to be carried out and submitted to your reporting line on a weekly basis or whenever requested by your reporting line.
• Must be able to work as part of the team and extended departments on special projects and initiatives.
• Close positively on your agreed monthly sales targets as set out by your line manager.
• Must have the ability to be able to compile well-structured meeting agenda when sending out internal and customer meeting invites.
• Must be able to attend conferences and workshops when required.
• Must be able to adhere to the company Vision, Mission, and values at all times in a responsible manner.
• The above includes but is not limited to the required output.

• Knowledge of Telecommunications legislative changes.
• Attention to detail.
• Change management facilitation skills (not necessarily IT-specific).
• Effective time management skills.

• Minimum of 3 years of Key Account Management experience required within the technology industry.
• Minimum of 3 years’ experience and understanding of LAN services.
• Minimum of 3 years’ experience in the ICT industry or Customer Service’s.
• Must have experience managing more than 15-20 customers with multiple services.
• Must have excellent written, verbal communication skills.
• Must have experience working with teams.

• Grade 12

• Must have own transportation and a valid driver’s license.

• Sales
• Accounts
• Customer Support
• Operations
• Management

• Resellers
• Customers

• CipherWave is a South African Internet Service Provider (ISP) that provides growing businesses with a range of solutions to help them connect, communicate, and collaborate with their customers, employees, and suppliers We own and manage our own network infrastructure, which enables us to provide efficient, speedy service and support that our customers can count on 24/7.
• CipherWave, being a leading Internet Service Provider is looking to hire an Internal Sales Consultant to:
  • Ensure that there is a maintained relationship within every customer account, within your allocated account base.
  • Ensure that a strategy and a daily tactical plan is in place to maximise cross-selling, upselling and renewal opportunities so as to maintain a healthy sales pipeline, sales forecast and sales nett new closure of new business sales guided by your allocated new business sales target and allocated customer base

• Identify any possible threats, competitors and consultant influences that may cause the customer to consider any form of cancellation.
• Ensure that you consistently meet agreed nett of churn sales new business targets.
• Weekly monitoring and reporting of contract renewal dates, and renewal proposals to be adhered to in order to maintain extremely high customer retention levels.
• Utilise and incorporate competencies of the services of any of our “Sales Specialist” & “Product Managers” to ensure that we offer our customers the best possible solutions and options for their business.
• Foster an atmosphere of self-study with regards to trends in the Telecommunications market so as to ensure that the company is viewed as a leader within our industry.
• Ensure that daily customer sales calls, sales contact and update calls are adhered to.
• Ensure that you remain relevant within the operational, finance and support workflow process to support your customer via these touchpoints.
• Attend all Sales and Relevant Internal meetings timeously.
• Work attendance is to be in line with the company set out work timelines.
• Must be able to develop and build a cross-sell matrix (white space report) against your account base as part of your account planning strategy and tactical approach.
• Understand each customers business segmentation, industry and core line of business which will help in turn for you to be able to offer suitable advice and solutions to the customer.
• Reporting via your sales forecast, sales pipeline and sales activity to be carried out and submitted to your reporting line on a weekly basis or whenever requested by your reporting line.
• Must be able to work as part of the sales team and extended departments on special projects and initiatives.
• Close positively on your agreed monthly sales targets as set out by your line manager.
• Must be well-spoken with extremely professional telephone skills and manners.
• Must have the ability to write and to quote customers via Email with excellent Email etiquette.
• Must be able to adhere to the company Vision, Mission and values at all times in a responsible manner.
• The above includes but is not limited to the required output.

• Excellent telephone manner.
• Excellent time management and personal organizational skills.
• Ability to work to deadlines.
• Ability to work without close supervision.
• Ability to work closely with instructions.
• Excellent numeracy skills.
• Excellent communication skills.
• Strong attention to detail.
• Proficient at Microsoft Office.
• Proficient use of Excel.
• Telesales skills.
• Ability to demonstrate effective interpersonal and influencing skills.
• Demonstrate a good level of negotiation skills with internal and external customers.

• Minimum of 2 years of Internal Sales experience required within the technology industry.

• Matric

• Well presented.
• Professional.
• Enthusiastic.
• Flexible.
• Patient.
• Proactive.
• Punctual.
• Sense of humour.

1^st Line Technical Support Engineer

Support

1^st Line Support

1^st Line Team Leader

• Sales
• Accounts
• Pre-Sales (Product Specialists)
• Customer Support (Voice, Networks, and Security)
• Operations
• Management

• Customers

CipherWave prides itself on customer service and as such is looking for the successful candidate to take personal ownership for end-to-end technical support, diagnostics, fault management and service restoration for all client services. This role is a consultative 1^st Line Technical Support Engineer role, where you will be dealing with business customers.

The team collectively works to maintain network stability and visibility to ensure that Industry best practices and SLA’s are achieved, and to allow the organization to meet its mission objectives.

• Always provide efficient and effective support to CipherWave customers.
• Proactively monitor and report on network and system outages.
• Troubleshoot business grade routers with end users.
• Manage customer tickets and faults timeously.
• Responsible for handling all inbound and outbound calls to the CipherWave call centre.
• Manage internal and external change request notifications to customer.
• Able to write and submit reason for outage request to customers.
• Coordinating with external and 3rd party suppliers/providers to resolve any customer issues.
• Logging of all customer queries with their resolution in the support ticketing system And, Resolve Vendor and customer escalations.
• Identifying, fault reporting trends with customer queries and escalating to Support Team Lead and/or senior support for recommendations on a resolution.
• Escalation to 2^nd line and Technical Team Lead where required according to escalation guidelines.
• Following processes and written instructions to resolve a fault or setup/update a new solution.
• Prioritizing and managing open and pending tickets effectively.
• Establishing a good working relationship with colleagues, customers, and other professionals.
• Adhere to CipherWave policies, processes, and procedures.
• Respond to clients and responding to tickets logged within timely manner to meet defined SLA targets.
• Ensure that faults are resolved in a timely manner to meet defined SLA targets.
• Own and drive ticket resolution for all assigned tickets including information gathering, troubleshooting, feedback, and updates to customers.

• Excellent analytical and problem-solving skills.
• Excellent telephone etiquette.
• Excellent general communication skills (both written and verbal) and presentation skills.
• Good working knowledge of Office365.
• Experience working in a (network operating centre) activities an advantage.
• Experience in 3rd party provider management and escalation.
• Strong client relations and personal networking skills.
• Familiarity with technical concepts coupled with the ability to communicate complex technical information.
• Patient, independent, self-motivated and target driven.
• Demonstrable depth of understanding in computing technologies including operating systems, application-based systems, and networking.
• The ability to work in a dynamic environment, prioritizing and multi-tasking effectively.

• At least 2 - 3 years’ experience within a NOC (network operating centre and customer service) in a 1st line Technical Support Engineer position within the ICT telecommunications/ ISP industry.
• Must have experience in connectivity (Wireless, Fibre and LTE).
• Network troubleshooting.
• Fault management.
• Communications with the client, Verbal and written.
• Computer literacy.
• Monitoring and logging calls management.
• Service Level Agreement Management.

• Matric
• A technical qualification such as A+ or N+ is a requirement

• Must have own transportation and a valid driver’s license.
• Must be a South African Citizen.