Job Description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

We are looking for a Senior IT Generalist who will be responsible for administering and managing regional technology activities. This person will also oversee the maintenance and repair of computer hardware and software in a break/fix environment.

As Senior IT Generalist, You Will…

• Complete projects by coordinating resources and timetables with different IT stakeholders and non-IT departments
• Work collaboratively with different clients, team members and other stakeholders across the company to achieve desired results
• Interpret and validate technical issues, test solutions, follow-up and escalate when necessary
• Solve complex problems in a technical service-oriented environment
• Comprehend, capture and interpret basic information and work within a team in a fast-paced call center environment
• Work hand in hand with the IT Site Supervisor and act as a primary back-up when necessary
• Install and test workstations (break/fix), fix performance issues, diagnose/replace hardware and software related problems
• Ensure workstations are functional (computer hardware peripherals/components)
• Troubleshoot/report specific line of business program issues (Logical Agent/LivePerson/third-party applications)
• Verify application results, conduct system audits
• Be accountable for tracking and organization of physical hardware and other IT assets
• Develop and manage organizational and IT standards
• Maintain cleanliness and organization of the IT department and stations
• Engage with internal and external clients providing updates and solutions, as well as ensuring compliance relating to all IT components
• Interpret service delivery key metrics to problem solve
• Verify application results by conducting system audits of technologies implemented
• Preserve assets by adhering to disaster recovery and backup procedures and information security and control structures
• Maintain quality service by establishing and enforcing organization standards
• Provide support for the entire IT department and company as needed

As Senior IT Generalist, You Have…

• Post-secondary or completion of post-secondary schooling preferred
• Minimum of 1-3 years of experience will be required, experience in the BPO industry will be an added advantage
• Adaptability to learn a variety of software programs
• Strong analytical and problem-solving skills
• The ability to multitask and self-manage your work day is crucial
• The ability to work in a fast paced and time sensitive environment
• The ability to lift 50LBs
• Excellent time and project management skills
• Fluent English language skills with the ability to communicate with customer relations & presentation skills
• The ability to work flexible hours, including weekends and Public Holidays if required, with an ‘on-standby’ basis during critical business periods