Senior ICT Systems Administrator

Description

About Voxpro:

Voxpro is Ireland's largest international provider of customer experience, technical support and sales operations solutions. Voxpro partners with some of the world's most exciting, innovative and disruptive tech organisations - including Google, Airbnb and Nest - to support their customers by delivering the world’s best customer experiences. Voxpro designs and delivers a range of business services for and on behalf of its partners, such as multilingual customer experience and technical support, trust and safety, risk and fraud activity, social media management, sales, analytics and harnessing product insights.

Established by co-founders, Dan and Linda Kiely, Voxpro currently operates centres of excellence in Cork and Dublin, Ireland; Athens, Georgia and Folsom, California, USA. The company delivers a premium customer support experience to customers in over 32 countries internationally. Voxpro works with partners who evolve from disruptive tech start-ups to global giants, helping them to scale internationally and to deliver a beautiful customer experience to their customers with every interaction.

Our success is down to our talented and passionate people. Voxpro consists of almost 2,000 like-minded souls joining from over thirty nations across the globe who provide businesses with premium multilingual support solutions 365 days a year. Their creativity and hunger delivers compassionate, clever and robust solutions to some of the most visionary companies in the world.

Working Life at Voxpro:

At Voxpro, we pride ourselves in being part of a highly motivated and capable family of almost 2,000 dedicated professionals. We constantly invest in our employee experience to engage, acquire and retain the very best talent. When hiring, we don’t just focus on behavioural and technical competencies, but also on cultural and motivational fit.  We cherish our people and are committed to providing the tools they need to shape their dream career. We offer a wide variety of professional development opportunities for employees at Voxpro under our learning and development umbrella of ‘Voxpro University’ to ensure that our people are assisted in reaching their career goals. At Voxpro, we pride ourselves on our culture of innovation and have invested in state of the art, fun and engaging office environments for our people to be inspired in as they work- these offices include a multitude of pods, break-out spaces, amphitheater and play zones that are dotted throughout all our offices. Voxpro is a fun and inclusive place to work and boasts of a multitude of social clubs, company parties and charitable activities to get involved in.

Senior ICT Systems Administrator

Role Description:

The role of Senior ICT Systems Administrator will report directly to the ICT Manager and will require day-to-day as well as long term ICT Systems maintenance, monitoring and operation including company remote locations, networks, security, virtual environments, hardware, software, phone system and other services.

Responsible for the technical design, planning, implementation, and the highest level of performance tuning and recovery procedures for mission critical enterprise systems. Serves as a technical expert in the area of system administration for complex operating systems. Recommends the redesign and configuration of operating systems and system applications. Investigates and analyzes feasibility of system requirements and develops system specifications. Identifies methods, solutions, and provides project leadership and management in order to provide a high level of service to the customers of the department. Performs full supervision of Operations level staff.

You will be taking care of integration between internal and external systems, service transitions. Designing, creating, testing and implementing network/systems/IVR solutions to ensure best support, compliance and experience to internal and external parties (users and customers) along with providing support via email, phone and in person.

You will also manage infrastructure and third party services/supplies to ensure service continuity. Maintaining and monitoring security systems to ensure data protection and security factors are in place to protect company, users and customer data. 

Job Responsibilities Include:

• Managing Windows XP/7 workstations, MacOS devices, mobile devices (phones and tablets), Active Directory Services, System Center 2012, Microsoft Exchange, SQL Server, Web Services, Windows Server 2003, 2008 and 2012 environment, VMware infrastructure, Storage (SAN), Enterprise Server, Phone System and other server/client side services.
• Maintaining and monitoring core and support systems to ensure service continuity.
• Managing and administering Security and monitoring systems (Access Controls, Firewalls, Anti-V).
• Managing file sharing / user + company data and print services.
• Managing and maintaining data backups.
• Designing, developing IVRs for customers based on requirements.
• Manage, monitor and review the relationships with service providers and ensure that high levels of service are received and maintained and liaise support requests in case of fault / service disruption.
• Ensure that the solution developed is the most competitive ensuring profitability for the business.
• Researching, designing, developing, testing and implementing new solutions to improve operations.
• Maintain standards of excellence in developing, implementing and supporting ICT solutions
• Deploy project and performance management skills and methodologies to ensure timely, effective and cost-efficient systems delivery and associated maintenance.
• Providing support to internal and external clients (IT Helpdesk).
• Other duties may be added and/or assigned as needed.
• Management and Supervision of Junior ICT Operations staff. May guide or provide work direction to technical staff, contract staff and employees. Determines appropriate coverage for all hours of operation

Requirements:

• Knowledge about design, administration, operation and maintenance of Microsoft Servers,  Active Directory Domains, Group Policy Objects, SharePoint, IIS Web Services, Exchange Systems and SQL Databases.
• Network knowledge: TCP/IP, DHCP, HTTP/HTTPS, DNS, VOIP, VPN, FTP, V-LANs, Subnets, Routing, Switching, Firewalls
• Knowledge about backup/recovery technologies
• Design, administration, operation and maintenance of Virtual Environment based on VMware infrastructure (vSphere / ESX).
• Knowledge about Google APPS Domain management.
• Knowledge about telephony services (SIP, VOIP, PBX, PRA)
• Problem troubleshooting and solving techniques.
• Knowledge about security systems and data maintain.
• Knowledge about computer hardware and peripherals.
• High motivation and organization to work under pressure with tight timelines on multiple projects with ability to prioritize tasks.

Ability to:

• Communicate clearly both written and verbal
• Troubleshoot and problem solve on a regular basis
• Work in a team as well as on own initiative.
• Be focused on the customer
• Make good business decisions
• Be flexible