Under the supervision of / together with CEO and Call Center Manager, manage and supervise overall Call Centre IT operations both in infrastructure and application areas.
Required Expertise for setup, management and troubleshooting:
Domain controller setup and management
Windows and Linux Client configuration and management
Firewall configuration and management
VOIP setup and administration
Operations: Deploy, maintain, and execute procedures for effective and reliable call centre IT operations. Utilize appropriate tools and utilities to facilitate operations monitoring. Administer operations applications, e.g., backups, system monitoring, logging.
Network: Deploy and maintain call centre network infrastructure to ensure performance and reliability for local LANs, internet, and corporate WAN connectivity.
PCs/Desktops: Work closely and effectively with helpdesk team members to provide end user PC support.
Telecom: Provide first-level support for telephone operations in multiple offices, including local vendor coordination as needed for adds/moves/changes and system maintenance.
Documentation: Establish & maintain procedures to ensure up-to-date configuration documentation is maintained for hardware, software, and networks. Document and maintain installation standards & practices. Maintain daily activity, task, and system status information for standard reporting systems & processes.
Equipment: Maintain computer hardware
Vendors: Evaluate and select products & vendors to provide goods & services related to call centre systems operations. Manage ongoing vendor relationships to ensure adequate support at all locations.
Spares & Support: Regularly assess service contracts and on-hand spare parts availability to ensure adequate coverage for all systems. Administer spare parts inventories.
System Auditing: Regularly audit local systems to ensure compliance with IT installation and security policies/procedures. Correct discrepancies.
Your First Job You Will Start With Immediately
Fault-finding network engineer
Our network suffered the catastrophic loss of a Windows domain controller, along with the backups of that domain controller.
Since building a replacement Windows domain controller, the network has been unreliable at times. We believe this may be due to some errant or missing Group Policy on the new controller, or due to some client settings that are still pointing at the missing server. Due to the loss of the old domain controller, we are unable to cross-check settings.
At times, some Windows clients appear to lose connection, at least for some types of traffic. This causes issues for the VOIP software that they are using. This may be a firewall issue, although the Windows firewall is disabled on these machines.
There are also some Linux servers on the network. Their role in this disruption is not fully understood, as they were configured by a member of staff who has since left the company.
We require an experienced all-round network troubleshooter who has in-depth knowledge of Windows and Linux who is able to:
* read Wireshark traces and determine the root causes of disruption
* configure Windows domain controller and DHCP server
* configure Windows clients
* configure Linux servers
The above information is a public job ad. This job ad is neither an offer nor a contract.
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