IT Support Analyst - Specialized in Telephony

Winnin; Joinville; Presencial; BRL 40 000 - 60 000; Tempo integral

Resumo da oferta

Billor is seeking a proactive IT Support Analyst to join our IT team. This role provides on-site and remote support to end users, manages the IT systems fleet, and oversees IT inventory and infrastructure across office locations.

The ideal candidate is a well-rounded IT generalist with strong problem-solving skills capable of supporting Telephony, Wi-Fi, IVR, workflows, and other field deployments. Automation and data solutions experience are a plus.

Qualificações

• Experience providing on-site and remote IT support to end users.
• Experience managing IT hardware and inventory across multiple locations.
• Familiarity with telephony systems, IVR, and related integrations.

Responsabilidades

• Provide day-to-day technical support for Telephony Users, related to hardware, software, all telephony topic related issues, improvements, integrations, etc.

Conhecimentos

Telephony systems

IT support

End-user support

Network troubleshooting

IT inventory management

Documentation

Vendor coordination

Access management

Automation initiatives

API integrations

Ferramentas

ZoomPhone

IVR systems

Descrição da oferta de emprego

About us

At Billor, short for \"Bill of Rights,\" we are building the largest trucking ecosystem in the U.S., dedicated to supporting truck drivers. By combining FinTech, Technology, and Freight Management, we empower drivers to achieve truck ownership and a better quality of life. Our mission is rooted in freedom, responsibility, and efficiency, enabling drivers to maximize productivity and enjoy more time with their families.

About the role

We are seeking a proactive and hands-on IT Support Analyst to join our IT team. This role is responsible for providing on-site and remote support to end users, managing the IT Systems fleet, and overseeing IT inventory and infrastructure at office locations. The ideal candidate is a well-rounded IT generalist with strong problem-solving skills and the ability to support various IT systems including Wi-Fi, Telephony, IVR, Workflows, and other field-deployed technologies, including Automation initiatives using A.I. powered solutions and Data Solutions.

Key Responsibilities

• Telephony End-User Support: Provide day-to-day technical support for Telephony Users, related to hardware, software, all telephony topic related issues, improvements, integrations, etc.
• Telephony Management: Provide day-to-day support for users in Telephony System. E.g: ZoomPhone. Create and update IVRs in Phone Channels. Manage Extensions, users, licenses, numbers, branded calls, etc.
• Telephony Fleet Management: Maintain and manage the lifecycle of Telephony Equipments (Physical Phones, Mobile Phones, Sim cards, E-sim, tablets, etc.
• Network & Connectivity: Monitor and troubleshoot Telephony VLAN
• IT Inventory Management: Maintain an accurate inventory of IT Telephony assets using asset management tools. Track equipment movement and ensure proper documentation.
• Hardware Deployment: Prepare and configure Telephony equipment for Contractors.
• Documentation: Create and maintain detailed documentation of procedures, asset records, and support activities.
• Vendor Coordination: Liaise with service providers for support escalations, equipment orders, and warranty services.
• Compliance & Standards: Ensure all IT practices and support are in line with company policies and security standards.
• Access Management: Ensure all access rights were previously approved by managers before assigning IT roles for users for Telephony Tools.
• Automation Initiatives: Identify, document and Development of Atomation initiatives, with embebbed IA powered solutions or Data analytics.
• Integrations: To Manage API integrations
• KPIs & Data: Generate insights for Internal Operations related to Telephony Usage and Consumption