Responsibilities


Lead and manage the IT department, including a team of IT support staff, to meet the operational requirements of the call center.
Manage and oversee the Hardware Asset Management for the Call Center.
Actively manage the endpoints by monitoring performance, analyzing logs, and troubleshooting issues to ensure high system availability
Ensure that the Call Center’s IT environment is in accordance with company security guidelines.
Investigate and resolve escalated support requests from end-users.
Configure IT components like networking, telecommunication systems, and security services.
Perform daily system monitoring, verifying the integrity and availability of all hardware and systems.
Maintain operation, configuration, or other policies and procedures as instructed.
Create and maintain comprehensive documentation for all troubleshooting procedures.
Coordinate work with IT Operations teams in other locations to ensure seamless support and operations.
Provide global LVL2/3 support with the team during their respective time zones to ensure continuous follow-the-sun support for Global IT Operations.


Qualifications


Bachelor’s degree in computer science or related field.
4+ years of experience in managing IT infrastructure, including phones, network, printers, and desktop systems.
Experience operating with VDI (AVD preferred).
Extensive experience with LAN, WLAN, and virtual networking (CCNA or equivalent a plus).
Extensive experience with M365, DNS, and mail flow.
Experience working within an ITIL Framework.
Extensive experience configuring, assessing, and troubleshooting Voice over IP solutions (Teams/Genesys/Polycom).
Ability to identify trends, risks, and make recommendations.
Unique combination of attention to detail, excellent organization skills, creativity, and out-of-the-box thinking.
Excellent problem-solving skill set and ability to work under pressure.