The IT Site Support Technician should possess strong pc troubleshooting, break-fix, and problem-solving skills in maximizing the uptime of the PCs, phones, agent software on the desktop, and site infrastructure for the assigned call center. Interface with corporate network, PBX, windows administration, database, and application teams in addressing specific problems encountered at your assigned call center.
- Support for the day-to-day IT operation at the call center.- Organizes and addresses assigned tasks and tickets in appropriate priority order.- Supports corporate I.T. as “the hands” at the site to address issues with voice and data infrastructure.- Supports site-level implementations of new pc hardware, application rollouts, and client-specific activities as it relates to the desktop.- Receives and responds to workflow requests in the form of trouble tickets through the TRAKIT ticketing system.
All employees are expected to meet/exceed standard core competencies for all jobs. Additional knowledge, skills, and abilities that are required to perform the job are as follows:
- Must possess excellent English written and oral communication skills; ability to interface with clients at all levels.- Experience working in a large, fast-paced, call center environment utilizing VOIP technology.- Working knowledge of Active Directory, GPO’s, and software deployment.- Highly proactive; addresses site-level issues with the appropriate sense of urgency.- Above average knowledge of Windows 7 and the system registry- Must be a strong team player with a positive attitude and tenacity to complete the mission- Quickly learn and communicate new technologies- Proven ability to troubleshoot, install, and support the following: PC hardware, commercial and custom software suites, network connectivity for data, voice, ethernet.
ibex delivers innovative business process outsourcing (BPO), smart digital marketing, online acquisition technology, and end-to-end customer engagement solutions to help companies acquire, engage and retain valuable customers. Today, ibex operates a global CX delivery center model consisting of approximately 30 operations facilities around the world, while deploying next generation technology to drive superior customer experiences for many of the world’s leading companies across retail, e-commerce, healthcare, fintech, utilities and logistics.
ibex leverages its diverse global team of more than 33,000 employees together with industry-leading technology, including the AI-powered ibex Wave iX solutions suite, to manage nearly 170 million critical customer interactions annually on behalf of our clients, driving a truly differentiated customer experience. To learn more, visit our website at ibex.co and connect with us on LinkedIn.
