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Reference Number:
NTSRSAUT
Job Description:
Sykes Enterprises, Incorporated is looking for a Regional Systems Administrator. This is a permanent position and may be worked remotely. Extensive travel requirements to remote sites (domestic).
SUMMARY
The Regional Systems Administrator (RSA) is responsible for IT personnel management and technical oversight for multiple domestic contact centers. The RSA plans, coordinates and directs the IT support service delivery to meet client objectives, budgets and deadlines. Provides second level support and coverage to include incident identification and resolution. The RSA is responsible for process review, continuous improvement, standardization, audits and providing effective and efficient service delivery in order to achieve operational excellence.
This position is an 'on-call' position in an environment that operates on a 24x7 basis (open 24 hours a day, 7 days a week). The incumbent will be expected to be available to work extended hours to accomplish critical tasks essential to the continuance of uninterrupted operations of the department.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Adheres to SYKES policies on ethics and integrity
- Management and development of site IT personnel
- Implement and coordinate with local IT , site management and client on new ramps, organic growth and system upgrades
- Provides second level support for incident identification and resolution
- Process review, continuous improvement, and standardization
- Assurance of a stable and reliable production environment
- Asses training needs of site IT personnel (group or individual) and provide or coordinate appropriate training
- Establish affective relationships with site IT, site leadership and ensure appropriate alignment of site IT resources
- Meet or exceed established patch management and IT performance metrics
- Effectively prepare and participate in third party (internal or external) audits
- Conduct regular site IT audits for areas of identified responsibility
- Review IT site checklists for completion, accuracy and follow-up actions
- Timely and accurately complete Regional monthly SA checklist
- Responsible for IT asset inventory control, asset disposal and software compliance
- Work closely with the SDC throughout all incidents
- Assist local IT and Operations with development of the site Disaster Recovery Plan
- Oversee the deployment and Implementation of IT ?best practices?
- Act as a point of contact to both the Client and Sykes IT during installation, configuration, deployment and ?hand off? to site staff.
SUPERVISORY RESPONSIBILITIES
Responsible for IT personnel management and technical oversight for multiple domestic contact centers.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Works well with internal and external IT support teams
- Develops rapport and trust
- Sets and works to own standards and team standards
- On call after normal working hours
- Understands the relevant aspects of the client products/programs supported
- Strives to maintain a sound knowledge of the client
- High level of Accuracy
- Data capture and data quality
- Time keeping and attendance
- Flexibility
No 3rd Party Vendors. Please send resumes to gloria.rutulante@sykes.com
SYKES Enterprises, Inc. (Nasdaq: SYKE), is a global leader in providing customer management solutions and services to Fortune 500 companies. SYKES specializes in providing flexible, high-quality customer support outsourcing solutions with an emphasis on technical support and customer service. SYKES also provides a variety of services including IT consulting, CRM consulting, third party hardware and software technical support, systems consulting, systems integration, documentation development and instructional design-delivering solutions that are customized to meet each company's unique customer management needs. Headquartered in Tampa, Florida, SYKES operates throughout the United States, Canada, Europe, Latin America, Asia and Africa.
For more information about SYKES Enterprises, Inc. click to: www.sykes.com
Experience Level:
5+ Years
Requirements:
EDUCATION and/or EXPERIENCE
Bachelor's degree in Computer Science. 4 to 6 years related experience and/or training, or equivalent combination of education and experience.
- MCP required
- Previous experience as a supervisor in an IT environment, leading and directing cross functional teams
- Demonstrated project management skills
- Strong analytical and diagnostic skills
- Advanced knowledge of Windows 2000, 2003 server management applications such as DHCP, DNS, Active Directory Users and Computers, etc.
- Advanced knowledge of VERITAS Backup Exec software
- Advanced knowledge of Microsoft ISA 2000, 2006 administration
- General knowledge and understanding of a Customer Support Center
- Solid understanding of Windows 2003 and patching requirements
- Solid understanding of Windows client operating systems such as XP and Vista
- Solid understanding of Microsoft Outlook software
- Basic understanding of VMWare
- Excellent communications, organization, and presentation skills
- Extensive travel requirements to remote sites (domestic)
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