Job Description:Plan and implement moves, adds, changes and deletions to support the IT infrastructure. Responsible for maintaining information of purchases for the assets registry.Key Responsibilities:Implement network security at levels set by corporate standards.Anticipate difficulties or problems relating to IT and ensure contingency plans are in place to overcome these challenges.Work with the IT team to implement and support internal IT systems and proactively address IT change requests from stakeholders.Interact constructively with internal clients on all levels to help resolve IT-related issues and provide answers in a timely manner through the effective implementation of helpdesk and application software.Administer and maintain the company's IT infrastructure and manage all telephone changes.Manage day-to-day internal and external client interactions, including all helpdesk activities for the location.Respond to and resolve escalated Helpdesk issues and manage day-to-day activities of the IT Team.Ensure that company IT assets are maintained according to company standards.Manage the administration and maintenance of computer stations and software for the Company's training programs and training facilities and proactively provide support.Manage troubleshooting, system backups, archiving, disaster recovery, and provide expert support when necessary while identifying and motivating opportunities for improvements.Provide the financial department with IT financial information and manage the purchasing of all software, hardware, and other IT supplies within budget constraints.Facilitate the motivation and development of the team by attempting to align project tasks with team members' career interests while attaining goals in pursuance of excellence and giving feedback on attainment of performance goals.Manage IT suppliers and SLAs, identify opportunities for improvement, and make constructive suggestions for change.Manage key supplier relationships, costing, and SLAs, including communication with the Management Team and all other levels within the business.Keep senior management informed with persistent, regular updates in times of IT downtime. Play a vital role with clients, always being well briefed and informative.Attend and contribute to regular team meetings to discuss and resolve issues and challenges in the department.Remain at the forefront of emerging industry practices and continually investigate IT technologies.Requirements:Degree in a relevant discipline or other equivalent tertiary qualification or equivalent relevant work experience.5 years of experience in senior/team lead IT role (preferably in the contact service center industry: in-house center within airline industry or international customer care outsourcing provider) advantageous.MCSE, CCNA certificate, and ITIL qualification required.Advanced knowledge of the following Systems required: Windows 2003 and 2008 Server, Cisco Systems, VMware, Exchange 2003, Soft Grid 4.1 or later, System Centre Configuration Manager (SCCM).Advanced knowledge of the following Networking concepts: Switches, Routers, Hubs, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, UDP, Latency, VoIP, QoS, MPLS.Excellent MS Office package skills.Web Technologies would be advantageous.Well-developed knowledge of Telephony applications and concepts.Well-developed knowledge of the Genesys Suite of products is an advantage.Proven track record of organizational and planning skills essential.#J-18808-Ljbffr