IT Helpdesk Supervisor

The IT Supervisor will be responsible for overseeing the daily operations of the IT department within Gearinc. The role involves managing IT staff, ensuring the smooth operation of IT systems, and providing technical support to internal teams and clients. The IT Supervisor will also play a key role in maintaining IT infrastructure, ensuring data security, and assisting in the implementation of new technologies to improve the efficiency and security of BPO operations.
Key Responsibilities:

IT Team Supervision
Assign tasks and ensure timely completion of IT projects and support requests.
Conduct regular performance evaluations and provide training to improve team skills.
Lead, mentor, and supervise the IT support team, including help desk technicians and system administrators.
Technical Support
Provide second- level support for escalated IT issues from internal teams and clients.
Ensure minimal downtime by implementing proactive monitoring and maintenance schedules for systems and applications.
Troubleshoot and resolve complex hardware, software, and network problems.
System Maintenance and Upgrades
Oversee the installation, configuration, and maintenance of servers, networks, and IT systems.
Assist in planning and executing system upgrades, including servers, software, and network equipment.
Ensure that all systems are up to date with the latest patches, firmware, and software updates.
Network and Security Management
Implement and enforce cybersecurity policies to protect the companys IT infrastructure and client data.
Collaborate with the IT Manager to develop and implement disaster recovery plans and data backup procedures.
Monitor network performance and ensure high availability for critical systems and services.
Client IT Support
Provide technical support for client systems hosted or managed by the company.
Coordinate with client IT teams for seamless integration and troubleshooting of outsourced systems or processes.
IT Infrastructure Management
Manage the configuration and maintenance of VoIP systems and other telecommunication tools used by teams.
Ensure proper functioning of IT infrastructure, including servers, storage, firewalls, routers, and VPN connections.
Vendor and Software Management
Liaise with third- party vendors for the procurement, installation, and maintenance of IT equipment and software.
Manage software licenses, ensuring compliance with vendor agreements and business requirements.
Reporting and Documentation
Prepare regular reports on system performance, incidents, and team productivity for the IT Manager and senior management.
Maintain accurate records of IT assets, configurations, and licenses.
Ensure proper documentation of processes, procedures, and troubleshooting steps.
Process Improvement
Work with the IT Manager to implement new technologies that align with the companys goals.
Continuously assess and identify opportunities to improve IT processes, enhance system performance, and increase operational efficiency.

Educational Background: Bachelors degree in Information Technology, Computer Science, or related field.
Experience
Minimum of 3- 5 years of experience in an IT supervisor or team lead role, ideally within a BPO or similar environment.Hands- on experience with managing network systems, server infrastructure, and telecommunication systems.
Technical Expertise
Experience with VoIP systems and call center technology.
Familiarity with cloud technologies (AWS, Azure, etc.) is a plus.
Strong knowledge of Windows/Linux server environments, network administration, and database management.
Proficiency in firewall management, VPN, and cybersecurity protocols.
Leadership and Communication
Proven ability to lead and motivate an IT team to achieve operational excellence.
Strong problem- solving skills with the ability to troubleshoot and resolve complex IT issues.
Excellent communication skills, both written and verbal, with the ability to interact effectively with internal teams and external clients.
Certifications
(preferred but not required):
Security certifications (e.g., Certified Information Systems Security Professional CISSP) are a plus.
Certifications such as CompTIA Network+, Microsoft Certified Solutions Expert (MCSE), Cisco Certified Network Associate (CCNA), or similar.

Lương và phúc lợi

Dịch vụ chăm sóc sức khỏe và sức khỏe tâm thần cao cấp dành cho bạn, được công ty chi trả 100%;
Sự kiện nội bộ tuyệt vời;
Phần thưởng thêm cho mỗi sự kiện cá nhân (Đám cưới, Đám tang, Nhập viện, Trẻ sơ sinh) và một hộp quà tặng em bé rất dễ thương cho nhân viên sắp chào đón một thiên thần nhỏ đến với thế giới;
Mức lương và thưởng hấp dẫn;
Nghỉ phép có lương (12 ngày/năm).
Kiểm tra sức khỏe hàng năm, tiêm phòng cúm hàng năm;

Môi trường làm việc

Môi trường làm việc bằng tiếng Anh;
Chúng tôi làm việc 40 giờ mỗi tuần;
Phần cứng hiện đại do công ty cung cấp (máy tính xách tay, màn hình, v.v.);
Đồ uống miễn phí (cà phê, trà, v.v.);
Môi trường làm việc quốc tế, vui vẻ và chuyên nghiệp;
Cơ hội đào tạo và phát triển nghề nghiệp.

Điều kiện làm việc:

Địa điểm : Tại văn phòng, thỉnh thoảng phải di chuyển đến các văn phòng khác hoặc địa điểm của khách hàng khi cần thiết.
Giờ làm việc : Toàn thời gian; sẵn sàng hỗ trợ khi cần hoặc trong trường hợp khẩn cấp (ví dụ: hệ thống ngừng hoạt động).
Môi trường : Môi trường BPO nhịp độ nhanh với yêu cầu hoạt động 24/7. Có thể cần sự linh hoạt khi làm việc theo ca hoặc trong thời gian có nhu cầu cao.

Cập nhật gần nhất lúc: 2024-11-01 11:00:02