Job Summary / Overview

• Teleperformance, the leading outsourced contact centre provider, has a current vacancy for the above role to join our IT team.
• The successful candidate will mainly be involved in the Business As Usual operation of the Systems team (2nd and 3rd Line). This consists of handling incoming requests via Service Desk, email, chat and being a contact point for the rest of IT. Pending skills, experience and training, there is an opportunity to participate in other responsibilities of the Systems team. This could include the implementation of new solutions, maintenance of live infrastructure, decommission of old systems and provide professional support and knowledge of Teleperformance IT systems to internal business units and clients. The successful candidate will help maintain the optimal operational environment of the Teleperformance IT Systems by regular monitoring and manage logs for auditing purposes.

 

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)Manage the incoming requests and queries to the team, support operational IT systems and processes.Service BAU requests from ticket system to ensure a monthly 95% SLA target.Managing the server infrastructure end to end skilled in all concepts of system administrationMonitoring systems uptime, performance, and security, e.g. with SolarWinds and SplunkAssist in the migration from, consolidation of and/or decommission of legacy systems.Keeping documentation of System builds and configuration up to date.Willing to work 24*7 shiftsOut of hours work is expected, on-call support may be required.Qualifications and requirementsPersonal competenciesAt least 3 years in Systems Infrastructure Support RoleStrong troubleshooting, analytical and support skillsOrganized, efficient and able to prioritize tasks.Strong communication skills in English, both verbal and writtenTeam player and driven by success, aiming for quality service.Experience in a Call Centre environment or similar would be advantageous. Required IT skills Service Desk ticket management & ITIL processes (incident, change, problem, config)Experience with Windows Domain Services – AD Services, DHCP, DNS.Expertise administration knowledge on Windows Server 2012 - 2022 OS.Hands on work experience on System Monitoring and centralised logging, e.g. SolarWinds & SplunkGood understanding of Thin Client Technologies including Citrix and AVD.Experience on Managing virtualization environments, such as VMware or Hyper-V Good understanding of cloud-based infrastructure (e.g., AWS, Azure, or Google Cloud).Knowledge of patching and upgrade processesComputer related degree desirable.