Senior IT Specialist

Job Title: Senior IT Specialist

Location: Oakridge, Mandaue

Pay: ₱30,000.00 - ₱40,000.00 per month

Job Summary:

We are seeking a highly skilled and experienced Senior IT Support Specialist to join our dynamic IT team. The ideal candidate will have a strong background in providing technical support within call centers, excellent problem-solving skills, and the ability to manage and mentor junior support staff. This role involves ensuring optimal performance of our IT systems, providing exceptional customer service, and maintaining a strong focus on improving the user experience.

Key Responsibilities:

Technical Support: Provide expert-level troubleshooting and support for hardware, software, and network issues, particularly those affecting call center operations.

Call Center Solutions: Manage and support the technology solutions used in the call center environment, including dialers, CRM systems, and communication tools.

Incident Management: Monitor, prioritize, and resolve incidents in a timely manner according to service level agreements (SLAs).

Documentation: Create and maintain comprehensive documentation for troubleshooting procedures, system configurations, and user guides.

Training & Mentorship: Train and mentor junior IT support staff, helping them develop their technical skills and customer service capabilities.

System Maintenance: Oversee routine maintenance tasks, including updates, patches, and backups for call center technologies and other IT systems.

Collaboration: Work closely with other IT team members and departments to integrate new technologies and enhance existing systems.

Performance Monitoring: Analyze system performance metrics and provide recommendations for improvements to enhance efficiency and user satisfaction.

Escalation Management: Act as the point of contact for escalated support issues and work with vendors to resolve complex problems.

Project Involvement: Participate in IT projects related to call center upgrades, new implementations, and other strategic initiatives.

Qualifications:

Education: Bachelor’s degree in Information Technology, Computer Science, or a related field; relevant certifications (e.g., CompTIA A+, Microsoft Certified, ITIL) are a plus.

Experience: Minimum of 5 years of IT support experience, with at least 2 years in a call center environment.

-Technical Skills:

• Proficient in diagnosing and resolving hardware and software issues across various operating systems (Windows, Linux, macOS).

• Familiarity with call center technologies such as Automatic Call Distributors (ACDs), Interactive Voice Response (IVR) systems, CRM software, and VoIP solutions.

• Knowledge of networking principles, including TCP/IP, DNS, and DHCP.

• Soft Skills:

• Strong customer service orientation and the ability to communicate technical information to non-technical users effectively.

• Excellent organizational skills and the ability to manage multiple priorities in a fast-paced environment.

• Proven problem-solving abilities and a proactive approach to identifying issues and implementing solutions.

• Strong interpersonal skills with the ability to work collaboratively in a team environment.