IT administrator

The Digital Platforms IT Administrator is expected to:

• Support Operations and Digital Platforms with domain expertise on core IT technologies/services
• Establish and maintain documentation for IT services in scope
• Train and support Operations IT staff on core IT technologies/services
• Assist stakeholders in creating training materials for new/updated software features
• Own the daily administration of IT services: Genesys, Cisco Meraki, Wi-Fi, G Suite, Video Conferencing, Identity Management, end-user devices (hardware), and Operating Systems (Windows OS, macOS, Chrome OS, and Android)
• Ensure availability and performance of IT services; monitor, optimize and report in close cooperation with other DP functions and vendors.
• Coordinate and execute all changes around the IT services in scope.
• Advise the organization on the optimal use of IT services in scope and contribute to the implementation of improvements
• Design and implement processes and tools to maintain a secure IT environment that operates in compliance with corporate policy and local legislations.
• Monitor system events and system configurations, perform audits, action outcomes and make reports.
• Support Operations with monitoring and compliance with security processes.

QUALIFICATIONS AND REQUIREMENTS

• Bsc. in Information Technology, Computer Science or a related field related technical fields
• A minimum of 3 years of relevant work experience in a similar work environment and/or position
• ajiraExperience in network administration.
• Certified Network CCNA, CMNO/ECMS1 or comparable
• Experience managing contact center systems and infrastructure
• Experience managing API integrations
• Experience in network/ information security

Knowledge, Skills, and Competencies Required

• Expert knowledge of network protocols (IP, WiFi, ethernet) and associated components (firewalls, routers, etc)
• Expert knowledge of IT hardware and associated user computing environments (Android, MS Windows 10, macOS, etc)
• Solid understanding of contact center and voice/video/telephony technology
• Experience managing and monitoring API integrations e.g payment integrations, etc
• Expertise on device management and endpoint security
• Basic BI and data skills to produce reports based on small data sets
• Basic understanding of IT service management, understanding of ITIL and Lean/IT concepts, terms and processes

Generic Competencies

• Discrete, able to handle confidential information
• Excellent communication and writing skills
• Demonstrated ability to structure and produce technical and business documentation
• The ability to work well in a distributed and international team
• Analytical, excellent problem-solving skills
• The ability to plan and prioritize workload
• Customer-focused understands customers and takes a proactive approach to meet their needs in an effective and timely manner
• Identifies opportunities to optimize cost and improve customer service and satisfaction
• Fluent in English 

WORKING CONDITIONS OFFICE BOUND/ON-SITE/TRAVEL