Location: South Africa (Remote/Hybrid, with occasional on-site requirements in Johannesburg) Reports to: Operations Manager / Senior Management Employment Type: Full-Time
About Aetherbloom Aetherbloom is a British-led customer support and business outsourcing company with operations in London and Johannesburg. We help UK-based businesses scale efficiently by providing access to skilled South African talent delivering exceptional customer service, virtual admin support, and tailored operational solutions. Our mission is twofold: to provide exceptional, cost-effective business services to our clients while creating meaningful employment opportunities in South Africa.
Role Overview The IT & Telecoms Infrastructure Lead will oversee the design, implementation, and management of Aetherbloom’s technical systems, including networking, telecoms platforms, and key software applications used in a BPO environment. This role will ensure that infrastructure is reliable, secure, scalable, and compliant with both South African and UK regulations, while supporting operational excellence for remote and office-based teams.
Key Responsibilities
Telecoms & Networking
- Manage the configuration, maintenance, and optimisation of VoIP systems, call routing, and contact centre platforms.
- Oversee network infrastructure for both remote and office-based environments, ensuring minimal downtime.
- Liaise with telecoms providers to ensure high call quality, resilience, and cost efficiency.
- Implement monitoring tools to track network performance and call quality metrics.
Software & Systems
- Administer and maintain software platforms critical to operations, including CRM, ticketing systems, and communication tools.
- Evaluate and recommend new tools and technologies to improve efficiency and client delivery.
- Ensure systems are integrated for smooth data flow between platforms.
- Oversee user access control, licences, and system permissions.
Security & Compliance
- Implement and maintain cybersecurity protocols to protect company and client data.
- Ensure compliance with South African POPIA and UK GDPR regulations.
- Monitor for vulnerabilities and conduct periodic security audits.
Support & Troubleshooting
- Provide Tier 2/3 technical support to internal teams for telecoms, networking, and software issues.
- Maintain clear documentation of systems, processes, and troubleshooting steps.
- Train staff on the effective and secure use of telecoms and IT systems.
Vendor & Stakeholder Management
- Manage relationships with IT and telecoms service providers.
- Negotiate service contracts and monitor SLA adherence.
- Work closely with operations and training teams to ensure technology supports business needs.
Requirements
- Minimum 3–5 years’ experience in IT/network administration, telecoms, or systems management, ideally within a call centre/BPO environment.
- Strong knowledge of VoIP systems, network infrastructure, and cloud-based communication platforms.
- Experience with CRM, helpdesk, and collaboration software.
- Knowledge of cybersecurity best practices and data protection laws.
- Strong problem-solving skills and ability to work under pressure.
Preferred
- Certifications such as CCNA, CompTIA Network+, or equivalent.
- Experience managing hybrid/remote workforce systems.
- Familiarity with PBX administration and call centre technology.
Working Conditions
- Hybrid/remote with occasional office-based work in Johannesburg.
- On-call availability for urgent technical issues may be required.
Why Join Aetherbloom?
- Play a key role in shaping the technical backbone of a growing, socially driven business.
- Work with modern systems and contribute to continuous innovation.
- Collaborative culture with opportunities for professional growth.
Please apply for the role using the following link: https://app.dover.com/apply/Aetherbloom/4a8cd12d-057c-4935-8bca-71cb16772441
Job Type: Full-time
Pay: R748 000,00 - R1 300 000,00 per year
Application Question(s):
- Have you applied for the role using the link provided?
Work Location: In person