IT Operations Specialist

hace 1 semana

Guadalajara, México RESORTCOM INTERNATIONAL MEXICO, S. DE R.L. A tiempo completo

**Position Summary**

This position reports to the Infrastructure Manager and is responsible for maintaining and overseeing the IT operations of the contact center. This includes occasionally collaborating with the Systems Administrator in researching, implementing, and improving the IT operation and infrastructure, ensuring alignment with business goals and objectives. Will on occasion triage 1st and 2nd level systems, network, workstation, and peripherals support to employee and client users. This role requires excellent technical knowledge, communication skills, and attention to detail.

**Essential Functions**

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Monitor and maintain the IT systems and infrastructure of the contact center, including (but not limited to):

- Microsoft AD/Entra
- DC, DNS, DHCP, WDS, MDT, etc.
- Non-Enterprise servers & services (Ticketing system, Physical Access Control (PACS))
- SIEMs and log management (NAGIOS, CACTI, Solarwinds, Graylog, etc.)
- Network Devices up to L2
- Assist the Systems Administrator to troubleshoot and resolve system issues, such as outages, errors, failures, etc.
- Ensure compliance with security and quality standards, such as encryption, backup, antivirus, etc.
- Assist the Systems Administrator with administration and management tasks, such as deploying new systems, optimizing performance, implementing security policies, etc.
- Maintain a high level of system reliability and availability.
- Perform advanced administrative functions on internal systems, including Microsoft AD/Entra, Office 365 Suite, Genesys
- Collaborate as a member of the infrastructure team: identify and document systemic issues and suggest improvements and changes to improve user satisfaction.
- Complete timely documentation for all work performed in standard ticketing systems.
- Perform all work in accordance with company and IT policies and procedures.
- Available to rotate after-hours / on call work on a rotating basis.
- On occasion will supplement End User Support based on operational needs
- All other duties and projects as assigned by management.

**Other Duties**

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

**Work Environment**

The work for this position is conducted in an office environment. The noise level in this environment is usually moderate. Travel will be required to receive training, attend meetings and develop relationships with other professionals. Evenings and weekend work may be required based upon the workload.

**Travel**

Must be eligible for travel to ResortCom US offices in Las Vegas, NV. Travel to the US may be required one to three times per year, depending on company needs.

**Required Education and Experience**
- Associate degree or higher in IT, computer science, or related field
- Minimum 5 years of experience in IT operations or system administration
- At least one year of experience in ResortCom IT supporting business End Users
- Exceptional triage, troubleshooting and problem isolation skill
- Exceptional written and verbal communication skills
- Advanced knowledge of IT systems and infrastructure, such as (but not limited to) MDT, DNS, DHCP, DC, AD, etc.
- Experience with help desk ticketing systems
- Ability to communicate effectively with clients, employees, vendors, and IT staff
- Excellent decision making and prioritization skill
- Ability to prioritize objectives & multiple tasks
- Reacts positively to change; demonstrates flexibility and adaptability
- One or more applicable technology certifications, including the following, may be used to supplement experience:

- Microsoft Certifications
- Google Certifications
- Linux/Redhat Certifications
- ITIL v3 Foundation (or above)
- CompTIA Network+, Security+. Server +
- Bilingual in English and Spanish, with ability to communicate and understand advanced technical concepts in either language.

**Preferred Education and Experience**
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)
- Experience with telco, PBX, or VoIP solutions, preferably in a call center environment

**Salary**: $27,000.00 - $32,000.00 per month

Work Location: In person

Application Deadline: 15/03/2024
Expected Start Date: 15/03/2024

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