DUTIES & RESPONSIBILITIES:

• Ensures that personal computer system/peripherals of the company are in good working conditions.
• Continuously monitors personal computer system utilization levels and make recommendation to support present & future business applications.
• Install and configure basic operating system including network properties and related utilities/software packages required for personal computer system.
• Monitors trends and developments in PC technology and look into its applicability to business.
• Develop subordinates on basic and advanced computer hardware system troubleshooting and ensure that they are properly equipped to perform required duties and responsibilities.
• Handles minor cabling tasks.
• Handles computer hardware inventory and documentation.
• Submit productivity reports.

General Safety and Security

·       Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS).

·       Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.

COMPETENCY REQUIREMENTS:

Able to communicate effectively with peers and with client.

Ability to work well in a team environment

Strong communication, interpersonal relationship and influencing skills.

Strategic planner who can improve Information Technology support functions.

Coordinates with the entire Information Technology team in project implementations and policy cascades.

Demonstrate sound decision-making, good communications (both verbal and written), organizational and time management skills.

Research and understand company policies and procedures to ensure compliance of these rules and guidelines.

Able to identify and explain in user friendly terms the use of various types of personal computer system/peripherals.

Knowledge of the following company standard desktop operating systems of Microsoft and related Microsoft products like MS Office, MS Sharepoint MS SCCM.

Familiarity with the production software applications such as Citrix, VMware Cisco PG (Geotel), Avaya CMS Supervisor, SIP platform Aspect eWFM, Verint Impact 360 WFM, NICE loggers, Verint loggers, etc. ? in nutshell all Contact Center Technologies.

Fundamental understanding of the functionality of the following computer components and peripherals.

Fundamental understanding of the following networking/server-side technologies like:

VLANs, IP Addressing w/ Subnet Masking, DNS and DHCP

Able to operate/use company standard utilities, diagnostic software and performance monitoring tools:

·       Ping

·       Tracert

·       Ipconfig

·       DOS Commands

OTHER REQUIREMENTS:

Reports to:  IT Sr. Manager/ IT Manager

Graduate of a 4 to 5-year course, preferably in Engineering or similar courses.

At least 1-3 years of experience in a call center environment in a similar function.

Must be flexible; can work under pressure; articulate and should know how to keep confidential matters

Good interpersonal skills - can easily relate with people in various levels of the organization.

Efficient in latest Microsoft Office applications, good interpersonal relationship and influencing skills        

Should be willing to work on shift schedule basis including weekends and holidays