Technical I, It Operations

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Job Title

Technical I, IT Operations

Job Description

We’re Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled.

We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents.

Our Game-changers

• Challenge Conventions
• Deliver outcomes unimagined
• Create experiences that go beyond WOW
  
  

If this is you, we would love to discuss career opportunities with you.

In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of CX.

Concentrix provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.

We’re a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.

Position Summary: Provide end-user support across our desktop, network, telephony and application(s) environment. You will be asked to maintain, analyze, troubleshoot and repair/replace/upgrade computer systems, hardware, software and computer peripherals, and serve as an escalation point to ensure tickets/incidents are resolved according to Service level agreements.

As part of our team you will report to one of our Managers in IT Operations.

Main Responsibilities

• Troubleshoot the local servers and network devices with the help of Network and Servers team remotely.
• Hardware – expertise in replacing motherboard, SMPS, RAM, Laptop LCD Screen, Laptop keyboard, Avaya hard phone config. Video Conferencing equipment
• Software- OS level troubleshooting in Win 10, MS Office 2013 and Above package, Outlook config, Skype For Business, One Drive, Softphone, Antivirus troubleshooting, HDD to HDD Imaging / Ghosting, Printer, Scanner, Bio Metric, Data Encryptions, VPN troubleshooting, Wi-fi Config, Video Conferencing. Firmware updates for deskside equipment like Cisco & Avaya phones.
• Evaluate scenarios to capture and recommend inputs to help make decision on process exceptions
• Troubleshoot and coordination for high impact/severity 1/2 issues and communicating real-time updates to the BRC team.
• Hands-on experience on IT Support / IT Operations and End-to-end IT Service Delivery, Shift Management
• Support onboarding New Accounts, managing Ramp Up & Ramp Downs, Account Movements.
• Manage BCP testing and failover by completing/coordinating checkouts on the floor.
• Ensure compliance and security for the site. Maintaining systems compliance and audits following COPC, ISO 27001 standards and ensure 100% contract compliance
• Hands-on handling of IT Ticket resolutions on ITIL-based framework, maintaining systems compliance and audits to ensure 100% contract compliance.
• Raise change requests with supporting artifacts as defined in the process.
• Bit locker Desktop validation, OU Users Policy validation & Computer OU Policy validation.
• Installation of Encryption software on all the desktop/laptops to ensure compliance.
• Rotational Shifts, willing to work in night shifts
  
  

Qualifications And Experience Required

• Excellent skills on service management fundamentals with hands-on expertise in Problem Management, Incident Management, RCA & Ticket Analysis for deskside scoped equipment.
• Intermediate knowledge of Network, Server & Voice infrastructure for troubleshooting
• Familiar with Ping & Traceroute Analysis, voice infrastructure at deskside level, capturing AD GP test outputs for analysis, troubleshooting DNS resolution errors, use of net commands, IP config and maintaining Hub room and Data Center Structured Cabling.
• Hands-on experience on End-user computing like Desktops, Laptops, Hard Phones, Wi-Fi devices on both Hardware & Software aspects, Citrix client, both Windows software and hardware.
• 0-6 months experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent
• Bachelor's degree/diploma in Computer Science required.
• MCSE or similar certifications
• Team Work and flexibility to work overtime, when needed
  
  

Location:

GHA Accra - No 18, Castle road North Ridge

Language Requirements

Time Type:

Full time

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