IT Support Specialist – Call Centre Operation
il y a 2 semaines
Key Responsibilities:
- Hardware & System Management:
- Set up, configure, and maintain workstations, headsets, and other office hardware.
- Troubleshoot and repair computer hardware, peripherals, and connectivity issues.
- Regularly monitor system performance and apply updates or patches as needed.
Network & Security:
- Maintain network stability, including routers, switches, and internet connections.
- Ensure data security and compliance with company policies.
- Manage user accounts, permissions, and access control on the local network.
Dialer & Call Systems:
- Administer and maintain automated dialer systems (e.g., VICIdial, GoAutoDial, Five9, or similar).
- Monitor dialer performance and call flow to ensure maximum uptime and productivity.
- Implement changes to campaigns, lead lists, and dialer settings as directed by management.
Technical Support:
- Provide on-site technical support to call centre agents and supervisors.Resolve system or connectivity issues quickly to minimize downtime.
- Assist with software installations and updates as required.
Documentation & Reporting:
- Maintain accurate records of system configurations, updates, and incident logs.
- Provide regular reports on system performance and improvements.
Skills and Qualifications:
- Bachelor's degree or diploma in Information Technology, Computer Science, or related field (preferred).
- Proven experience in IT support, ideally in a call centre or high-volume environment.
- Solid knowledge of hardware troubleshooting, system imaging, and configuration.
- Experience with automated dialers (e.g., VICIdial, GoAutoDial, Xcally, or similar).
- Basic understanding of networking (LAN/WAN, firewalls, routers, switches).
- Strong problem-solving and communication skills.
- Ability to work under pressure and respond quickly to technical issues.
Preferred Experience:
- Familiarity with Windows operating systems.
- Experience managing VoIP systems and SIP configurations.
- Understanding of data backup and recovery procedures.
- Knowledge of CRM integrations and call tracking tools
Work Schedule:
Full-time, on-site,
Available for occasional off-hours support or system maintenance.
Job Type: Full-time
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