Skills and Knowledge

• Strong understanding of computer hardware components, telephony systems and network
  infrastructure.
• Knowledge of network protocols, IP addressing, LAN/WAN technologies and troubleshooting network
  issues.
• Proficiency in operating systems (e.g., Windows, macOS) and productivity software (e.g., MS Office,
  Google Workspace).
• Experience with network monitoring tools, routers, switches, firewalls and other network devices.
• Familiarity with call center-specific software and telephony systems is a plus.
• Strong problem-solving and analytical skills, with a focus on efficient diagnosis and resolution of technical issues.
• Excellent communication, organizational and time management skills.

Job Duties & Responsibilities

1. Hardware Management:

• Install, configure, and maintain computer hardware devices (desktops, laptops, headsets, keyboards, and other peripherals) for Customer Service and Support Department.
• Conduct regular inspections, diagnostics, and repairs of hardware to promptly resolve any technical
  issues on floor’s PCs.
• Ensure all hardware devices are updated with the latest software, drivers, and security patches.

2. Network Management:

• Configure and maintain network of the floor connectivity.
• Troubleshoot and resolve network-related issues, including IP addressing, routing problems and
  network security vulnerabilities.
• Configure and maintain AD of all the PCs .
• Collaborate with IT teams to upgrade and scale network infrastructure as needed to meet operational
  requirements.

3. Inventory Management:

• Oversee the management of hardware inventory, including tracking and maintaining accurate records
  of all assets.
• Assist in equipment procurement, allocation and disposal processes.

4. Technical Support:

• Provide technical support to call center agents, addressing any hardware, software or network-related
  issues.
• Offer troubleshooting assistance to resolve technical challenges in a timely manner.

5. Collaboration with IT Teams:

• Work with IT teams to ensure the network infrastructure is optimized, secure and stable.
• Assist in the configuration and management of network services such as DHCP, DNS, VPN and others.

6. Documentation and Reporting:

• Maintain accurate documentation of hardware inventories, network configurations and repair records.
• Generate reports on the status of hardware devices and network performance.