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IT Support Manager

We are seeking an experienced IT Support Manager to join our dynamic team at Plexi BPO, a thriving call center specializing in customer service and sales. This dual-role position requires an individual who is both a tech-savvy problem solver and a skilled dialer administrator, capable of optimizing the dialer system to drive operational efficiency while providing hands-on IT support.

Key Responsibilities

IT Support:

Provide first-line IT support to all staff, ensuring that hardware, software, and network issues are resolved in a timely manner.
Install, configure, and maintain desktops, laptops, servers, and peripherals.
Manage user accounts, permissions, and access rights.
Monitor network performance and security, including firewalls and antivirus systems.
Maintain backups and disaster recovery plans for all critical systems.
Assist in the development of IT policies and procedures to ensure best practices.
Provide training and support for end-users on various software and hardware.

Qualifications and Skills:

3-5 years of experience in IT support, including experience managing dialer systems in a call center environment.
Hands-on experience with dialer platforms like, VICIdial, AESTRIK, or Aspect is highly desirable.
Strong understanding of call center metrics, lead management, and campaign optimization.
Proficient in troubleshooting hardware and software, and providing technical support to non-technical users.
Experience with Windows Server, Active Directory, SQL databases, VoIP systems, and network infrastructure.
Ability to manage multiple tasks simultaneously in a fast-paced environment.
Strong analytical skills and attention to detail.
Excellent communication and interpersonal skills.

What We Offer: