Job Responsibilities:Telephony OperationsDaily operational support, maintenance and troubleshooting of the telephony environment.Management of all toll free and local phone numbers utilized both internally and externally.Act as the point of contact for telephony related issue resolution.Perform root-cause analyses and make recommendations for improvements.Design, implementation and testing of telephony requirements for our users and clients including IVR flow.Other OperationsTo install, configure, monitor, maintain and manage all installed systems and infrastructureTo prepare capacity and availability trends and reports for analysisTo develop and implement housekeeping routines, and monitor system and infrastructure service logsTo ensure that back-up operations are executed and completed, and ensure the integrity of back-up operations periodically. To restore from back-up as required.To design and implement batch job management routines, and ensure that batch jobs are scheduled optimally and manage failed batch jobsTo ensure there is connectivity within the local area network and Internet connection at all timesTo provide technical support for the end users needs, such as personal computers (PCs), laptops, network printer, and emails. Troubleshooting and Problem SolvingTo monitor server and infrastructure services and manage the event log and take remedial action.To conduct root cause analysis of incidents and provide permanent resolutionTo identify network devices, database, server operating system, perform information gathering to detect security lapsesTo handle privilege access, system configuration compliance and vulnerability managementCollaborationTo support the Application Development team for any system rollouts and enhancementAdditional Information:You should be a self-motivated, independent, detail oriented, responsible team-player and exhibit exceptional relationship management skills.You should be passionate about infrastructure management on system, network and storage management, while leading and mentoring a team of technology engineers.You should be able to work under pressure and tight timeline, result orientated, strong problem solving and good analytical skill.Academic/ Qualification Requirements:Possess at least a Diploma and Advanced Diploma in Computer Engineering (IT/ Telecommunication), Computer Science or equivalent with at least 1 year working experience in IT helpdesk and system support for minimum of 200-user environment.Experience on Telephony Solutions is a must including configuring IP/ PBX / Linux systems along with ACD, CTI and IVR is a must.Knowledge of Asterisk and/ or Aspect will be an added advantage.Experience in supporting end users for their daily PC usage problem (Microsoft Windows)Good customer support skillsFamiliar withsession board controller/voip/trunkingStrong analytical skills, hardworking and good initiativeAbility to work as a team player
Type : Company job
Role : Senior Executive
Industry : Call Center/IT-Enabled Services/BPO
Salary : Not Disclosed
Teledirect provides multinational organisations with high end, high touch outsourced contact center services to improve their customer experience and/or to accelerate their sales. We operate state-of-the-art contact centres in Singapore, Hong Kong, Japan, China, Spain, Malaysia, Philippines and Thailand. We have a 20-year track record of success with clients in the airline, hospitality, luxury, insurance, banking and technology sectors.
People don’t join Teledirect for a regular job. They come here for more. They come here to fulfil their passion while being part of something greater. They come here to grow as professionals and build successful careers. We care about our people, we care about offering a great working environment, and we believe in rewarding the best talents.
Join us now!