Job Description:
Plan and implement moves, adds, changes and deletions to support the IT infrastructure. Responsible for maintaining information of purchases for the assets registry. Implements network security at levels set by corporate standards. Anticipates difficulties or problems relating to IT and ensures that contingency plans are in place to overcome these difficulties. Works with the IT team to implement and support internal IT systems and proactively address IT change requests from stakeholders. Interacts constructively with internal clients on all levels to help resolve IT related issues and provides answers in a timely manner through the effective implementation of helpdesk and application software. Administers and maintains the company's IT infrastructure and manages all telephone changes.
Key Responsibilities:
- Manages day-to-day internal and external client interactions.
- Manages all helpdesk activities for the location.
- Responds to and resolves escalated Helpdesk issues.
- Manages day-to-day activities of the IT Team.
- Ensures that company IT assets are maintained according to company standards.
- Manages the administration and maintenance of computer stations and software for the Company's training programs and training facilities.
- Manages troubleshooting, system backups, archiving, disaster recovery and provides expert support when necessary while identifying and motivating opportunities for improvements.
- Manages IT suppliers and SLA.
Requirements:
- Degree in a relevant discipline or other equivalent tertiary qualification or equivalent relevant work experience.
- 5 years of experience in senior/team lead IT role (preferably in the contact service centre industry: in-house centre within airline industry or international customer care outsourcing provider) advantageous.
- MCSE, CCNA certificate and ITIL qualification required.
- Advanced knowledge of the following Systems required: Windows 2003 and 2008 Server, Cisco Systems, VMware, Exchange 2003, Soft Grid 4.1 or later, System Centre configuration manager (SCCM).
- Advanced knowledge of the following Networking concepts: Switches, Routers, Hubs, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, UDP, Latency, VoIP, QoS, MPLS.
- Excellent MS Office package skills.
- Web Technologies would be advantageous.
- Well-developed knowledge of Telephony applications and concepts.
- Well-developed knowledge on the Genesys Suite of products an advantage.
- Proven track record of organisational and planning skills essential.
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