IT Support Specialist – Call Centre Operation

il y a 2 semaines

Marrakech, Marrakesh-Safi, Maroc Watermelon hub Temps plein 120 000  - 240 000  par an

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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