What are the responsibilities and job description for the IT Support position at Pomeroy?
We are currently seeking an IT Support Technician in Mason, OH for a 12-month contract with potential to extend. The IT Support Technician is responsible for implementation and support of the North American hardware and software environment. This position provides direct and off-hour technical support to agents ensuring prompt resolution, escalation and communication of system issues. Ensures inventory of hardware is appropriate and organized to maximize agent productivity and control cost. Responsible for onboarding of new agents ensuring hardware, software and telephony requirements are complete and delivered on-time. Perform system administrator duties for various contact center technologies. May also support project activities required to deliver business-oriented, valuable and relevant solutions.
Schedule: Hybrid (2-3 days in office), Monday through Friday 8am to 5pm
Responsibilities:
- Tier 2 support of Customer Care Systems to include Genesys suite of solutions, supporting adjunct applications and IVR self-service platforms.
- Participate in departmental on-call rotation to include after-hours and weekend support. (24/7)
- Act as liaison between business and IT to communicate, follow-up and escalate system issues.
- Work closely with vendor partners to drive problem resolution, identify root cause and support after hours incident mitigation work
- Manage all NACC Agent desktop equipment and software image profiles. Duties include procurement of equipment, management of overall equipment inventory (cpu, monitor, cables, mice, keyboard, headsets), Building of all new hire agent workstations, management of all 4 NACC training room equipment and network setup.
- Serve as a system administrator for various call center technologies (Oracle, Genesys, Custom NA IT solutions)
- Work closely with corporate IT Networking department on Contact Center infrastructure and channel configuration. (email,/chat integration, service account creation, VPN access, etc. )
- Perform Project Management duties or participate in contact center IT project management efforts supporting core initiatives within North America
- Management and procurement of contact center equipment to support growth and RTB equipment maintenance.
Qualifications:
- 1 year supporting a large scale environment
- 1 year of Networking Admin experience
- 1 year of Genesys Cloud IVR Technology or similar experience
- 1 years of web-based application experience
IND123
Job Type: Contract
Expected hours: No less than 40 per week
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- On call
Experience:
- Network administration: 1 year (Required)
- Genesys Cloud IVR Technology or similar: 1 year (Required)
- web based application: 1 year (Required)
Work Location: Hybrid remote in Mason, OH 45040
