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Date Posted: 06/10/2022

End User Support Specialist I

Job description

SUMMARY

The primary function of this position is to assist in resolving telephony and system related problems by performing the following duties in Support of all Sykes IT Enterprise Processes and Procedure

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Adherence to SYKES policies on ethics and integrity Telephony End User Support

Telephony Department: 25%

• Respond to inquiries and requests for service via the telephone, through on-line networks, and by mail

• Schedule and perform agent adds, moves, and changes in accordance with proper procedure

• Address end user problems that appear to arise from use of the voice system by scheduling and providing appropriate level of support required to resolve the problem.

• Communicate with Regional Telephony Manager and System Administrator to ensure that maintenance and repairs are performed in a timely manner and completed to satisfaction.

• Complete, maintain, and process related paperwork and records.

• On a monthly basis, perform CMS administrative backups.

• Ensure that daily CMS backup procedures are completed. Switch Administration: 15%

• Set up VDNs, Vectors, and Split Skills as under the direction of the Regional Telephony Manager

• Perform routine switch maintenance as determined by the Regional Telephony Manager Administrative Staff Relations: 10%

• Respond to requests from Client Services Managers, Team managers and site management in a timely manner, or as determined by the Regional Telephony Manager.

• Effectively communicate with managers, employees, and clients to ensure proper problem resolution procedures have been followed and all related issues have been addressed. System Administration End User Support - Systems Department: 50%

• Assist System Administrator with service requests and other issues as needed.

• Adheres to Sykes IT policies and procedures to include IT physical asset management, security and software compliance.

• Provides desktop and desk side support to ensure accessibility to client tools.

• Assists the System Administrator with adds, deletes and moves of all users of the local center.

• Assists in the documentation of systems for disaster avoidance/recovery and planning.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function

EDUCATION and/or EXPERIENCE Associate's degree (A.A.) or equivalent from two-year college or technical school; or two years related experience (in telecommunication or information systems) and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization .

MATHEMATICAL SKILLS Ability to calculate figures and amounts such as discounts, interest, proportions, percentages, area, circumference, and volume.

HARD SKILLS Knowledge of Lucent and/or Aspect Communications Environment including PABX, CMS, and all peripherals. Able to test products prior to distribution to service delivery. Able to learn additional product areas. Able to participate in team projects. Good communication skills.

REASONING ABILITY Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to walk; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear.

• Frequently required to stand and sit.

• Occasionally required to climb or balance.

• Frequently required to lift and/or move up to 30 pounds and occasionally lift and/or move up to 50 pound

• Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Occasional exposure to high, precarious places and risk of electrical shock.

• This position is an 'on-call' position in an environment that operates on a 24x7 basis (open 24 hours a day, 7 days a week). The incumbent will be expected to be available to work extended hours to accomplish critical tasks essential to the continuance of uninterrupted operations of the department.

SECURITY COMPLIANCE Employees are required to maintain compliance with SYKES safety, security, and privacy programs. Responsible for being an active participant in the SYKES safety, security and privacy programs to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees.

ETHICS COMPLIANCE Sykes Enterprises is firmly committed to conducting business incompliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies .Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to the Sykes Code of Ethics and Standards of Integrity .Job Title: End User Support Specialist Site IT Job Code: 10095Job Family: Information Technology Last Updated: 5/15/2009

Required qualifications, skills and experience

BASIC QUALIFICATIONS

  • Intermediate Knowledge and Use Experience on the following technology platforms:
  • Device Operating Systems - Microsoft Windows
  • Software and Mobile Apps - Microsoft Office 365
  • Professional Technology Certifications (Microsoft, ITIL, Comptia, Cisco, etc) are preferred but not required.
  • Computer Savvy and shows keen interest in learning new breakthrough technologies and digital systems, processes and concepts.
EDUCATION and/or EXPERIENCE

College Graduates in any of the following courses - Information Technology, Computer, Engineering and Business.

2-4 years working experience in a similar technology role.

LANGUAGE SKILLS

Ability to read and interpret documents such as procedure manuals. Ability to identify and solve basic problems in product area. Able to work in a team environment. Able to adapt to a changing environment. Aptitude for imparting knowledge to others. Ability to write routine reports and correspondence.

HARD SKILLS

Basic knowledge of Computers and Laptops, Tablets, and other Mobile Technology Devices and Operating Systems. Ability to stay current on recent technology releases. Ability to participate in team projects.

REASONING ABILITY

Ability to solve basic problems and interpret instructions furnished in written, oral, diagram, or schedule form. Customer service and experience oriented.

Desired qualifications, skills and experience

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand, walk, sit, and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

SECURITY COMPLIANCE

Employees are required to maintain compliance with SYKES safety, security, and privacy programs. Responsible for being an active participant in the SYKES safety, security and privacy programs to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees.

About SYKES

SYKES Enterprise services support the worldwide delivery of quality customer care from our call centers and our large home-based workforce. Our high-performance team manages a challenging array of cloud, web- and- mobile based solutions that integrate a dispersed workforce and multiple clients. Information security, network administration and software development are part of our comprehensive global portfolio. IT professionals with a passion for challenging and meaningful work in a fast-paced industry will find a home and a rewarding career here.