Regional IT CE/Voice Support Lead

Get to know our Team:

Our IT team prides themselves on working on the following factors:

-G-reat user experience
-R-eliable and scalable infrastructure
-A-utomation and digital transformations
-B-adas$ business support

Get to know the Role:

• As the Lead, you will guide and mentor the Voice Technical Support Team, communicating and adhering to new procedures, policies and goals.

• The Voice Technical Support team is critical to support the Call Centre users to solve advanced technical issues and implement corresponding solutions

• You will support and improve Call Centre IVR

• You will have the ability to come out with analysis of call/system logs in order to discover any underlying issues or patterns, rResponding to call-outs in a timely fashion

• Together with your team, you will provide 2nd and 3rd level support - escalation from operation team

• You will liaise with vendors and other IT personnel for problem resolution and also work on the ​maintenance and monitoring Call Centre system and IT cloud-based infrastructure

• Working with customers/employees to identify system problems and advising on the solution

• Diagnose and troubleshoot technical issues within Call Centre system infrastructure

The must haves:

• Min Diploma in IT/Computer Science

• 5 to 8 years of relevant experience in IT/System Administration support

• Hands-on experience with Windows and Linux environments is a must

• Ability to diagnose and troubleshoot technical issues

• Familiarity with remote desktop applications and help desk software (eg. Zendesk)

• Intermediate cloud experience, AWS preferable

• Good networking knowledge

• Excellent problem-solving and communication skills

• Ability to provide step-by-step technical help, both written and verbal​​

The good to haves:

• PPBX experienced such Asterisk
• Good SIP understanding
• Basic IP routing and switching experience (CCNA or CCENT certification will be an advantage but is not strictly required)