Short Description

Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers.
We have 30,000 customer experience specialists spread out at 70 contact centers across 28 countries, delivering services in 33 languages (including Filipino) to over 350 international brands in various industry verticals.
Transcom is a global employer in an industry that depends upon strong, resourceful, talented people.

 

Job Description


Strategy & Planning

  • Recommend Workstation (Desktop/Laptop/Thin Client) Hardware & Software Specifications and Configurations.
  • Prepare policies and procedures involving Desktop Administration and Support

 Acquisition & Deployment

  • The Desktop Administrator shall manage or coordinate orders, preparation, and deployment of computers (desktop, laptops, thin clients, etc.).

 Operational Management

  • Responsible for all computer equipment installations and service. Maintain all hardware/software inventories for personal computers. Coordinate maintenance and repair of all computer peripherals.
  • Works with the end users to customize the computer; trains customer on system changes.
  • Ultimately responsible for the care and maintenance of the IT Storage room.
  • Returns or disposes of leased or obsolete equipment.

 As an IT Administrator:

  • Provide support to end users at the desk side, for a particular location assigned to him
  • Provide instruction and training to individual end users to resolve problems and reduce reoccurrence.
  • Responsible for maintaining and support for printers, Fax Machines or Bat Phones
  • Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
  • Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
  • Ensures anti-virus software and appropriate security patches are installed timely.
  • Assess the need for and implement performance upgrades to PC boxes
  • Collaborate with LAN engineer/network administrators to ensure efficient operation of the company's computing environment.
  • Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems.
  • Answer to and perform moves, adds, and changes (MAC) requests related to Desktop Administration
  • Ensure that physical desktop connections are in proper working order.
  • Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports.
  • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
  • Develop and maintain an inventory of all computer related components and equipment.
  • Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
  • If necessary, liaise with third-party support and PC equipment vendors.
  • Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.
  • Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
  • Write technical specifications for purchase of PCs, desktop hardware and related products.
  • Assists in planning computer deployment for new areas.
  • Responsible for the creation of a standard PC/Thin Client image for all existing and incoming hardware
  • Responsible for creation of documentation on the creation of the standard image for future state as well as knowledge transfer and disaster recovery
  • Creation of software packages for new systems, software upgrades, patches or as needed.
  • Responsible for testing all packages for impact of deployment and resolve potential issues
  • Identify areas of improvement and create action plan and implement solutions with the assistance of the team
  • Mentors and instructs junior members of the team for technical development
  • Completes change control forms/plans for deployment projects/updates
  • Completes QA test plans/UAT for new deployments and software packages and coordinates and/or assists in the completion of testing.

 As Local Infrastructure Administrator:

  • Assist in deployment of any local IT infrastructure equipment
  • Assist other Administrators and Engineers in managing and maintaining local equipments deployed to the site they are assigned to.

 One of the following Backup Roles:

  • Backup Network Admin
    • Where required, administer and resolve issues with associated end-user workstation networking software products.
    • Receive minor Network Administration Tasks
  • Backup Telecom Admin
    • Where required, administer and resolve issues with associated Telephony Infrastructure
    • Receive minor Telecom Administration Tasks

Backup Systems Admin

  • Where required, administer and resolve issues with associated Server & Desktop Systems Infrastructure
  • Receive minor System Administration Tasks


Qualifications:

  • Strong customer service orientation.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Strong interpersonal and oral communication skills.
  • Skilled at working within a team-oriented, collaborative environment.
  • Ability to present ideas and solutions in business-friendly and user-friendly language.
  • Ability to conduct research into e-mail software issues and products as required.
  • Highly self-motivated and directed.
  • Keen attention to detail.
 
 

Requirements

  • College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.
  • Certifications in ITIL, COBIT or HDI
  • Microsoft, Citrix, Cisco, Avaya Certifications are preferred
  • IT Knowledge and Experience:
  • Deep-seated experience with desktop and server operating systems, including MS Windows 2003, XP, MS Terminal Services
  • Extensive support and administration experience on Disk Imaging Systems, Firmware Deployment, System patches Deployment and Anti virus system deployement
  • Basic application support experience with Citrix Metaframe Servers, Avaya Telephony System and knowledge of programming languages, including ADSI Scripting, SQL.
  • Working knowledge of a range of diagnostic utilities, including Network Monitoring Systems, Active Directory Tools, etc
  • Demonstrated progressive / 3 years experience in the management of a technical support team.
  • Proven track record of developing and providing Service Level Agreements and Desk Side Support and Administration deliverables.
  • 3 years previous experience in customer service and service desk management
  • 3 years previous experience in managing a client service oriented team
 
 

Skills Required

 
 

About the Opportunity

The IT Administrator has a multifunctional role acting as a workstation administrator, local infrastructure administrator, and primary IT contact for a specific site. He will be in charge of physical support and maintenance of any IT equipment of a specific site he is assigned to. The IT Administrator shall provide first or second-tier user local support and serve as a primary contact for Service Desk personnel to rely on to resolve service interruptions or assist end users who seek advice on information technology issues, products, and services. The position of the IT Administrator will be expected to resolve most information technology related end user workstation issues as well as assist in the deployment of new systems and processes.

 
 

What will the Candidate Learn?

 
 

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