IT Executive (Petaling Jaya)

Envo BPO Services; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading IT services provider located in Malaysia, Selangor, is seeking an IT Support Specialist to ensure the operational integrity of telephony systems and CRM networks. Responsibilities include troubleshooting issues, performing server and database management, and generating reports. The ideal candidate has strong technical skills, especially in troubleshooting and managing system performance. This role is crucial for maintaining daily office IT operations and supporting strategic IT recommendations.

Qualifications

• Experience with CRM and telephony systems is essential.
• Strong troubleshooting skills are required.
• Knowledge of server maintenance and security protocols is important.

Responsibilities

• Ensure operational integrity of telephony system and CRM network.
• Troubleshoot issues in CRM and telephony systems.
• Perform regular backups of voice logger data.
• Monitor server disk space and manage capacity.

Skills

Technical troubleshooting

Server management

Database management

CRM systems

Reporting and analytics

Website management

Job description

a) Ensure the telephony system, CRM network, and load balancer are operational at all times to minimize downtime.

b) Perform periodic checks on servers to monitor capacity, storage, and performance, ensuring they are not overloaded.

c) Manage firewall configurations and ensure load balancer functionality to optimize network traffic.

2. Technical Support and Troubleshooting

• a) Troubleshoot and resolve issues encountered by agents in CRM and telephony systems.
• b) Provide prompt technical support to ensure minimal disruption to operations.

3. Data Backup and Security

• a) Perform regular backups of voice logger data for all campaigns.
• b) Monitor and manage server disk space to ensure sufficient resources for uninterrupted operations.
• c) Oversee database purging for various campaigns as required.

4. User and Email Management

• a) Handle the creation and deletion of email accounts for new hires and resigned employees.
• b) Set up and configure new PCs and reformat existing ones as necessary.

5. Reporting and Analytics

• a) Analyze and generate detailed call billing reports for the finance department.
• b) Provide daily talk-time reports for specific campaigns and other ad-hoc reporting as required.
• c) Prepare daily, weekly, and monthly reports on completed tasks and IT activities.

6. Collaboration and Vendor Management

• a) Liaise with CRM and telephony system vendors to address technical issues and ensure system updates.
• b) Coordinate with clients’ IT departments to meet technical requirements, including FTP file transfers and user acceptance testing (UAT).

7. Website and Inventory Management

• a) Maintain and update the company website, ensuring it is functional and up-to-date.
• b) Develop and implement standard operating procedures (SOPs) for inventory management and IT processes.

8. IT Outsourcing and Office Operations

• a) Assist in IT outsourcing activities and coordinate with external service providers as needed.
• b) Ensure smooth day-to-day operations of office IT infrastructure and systems.

9. Strategic IT Recommendations

• a) Provide advice and recommendations to management on IT requirements to support business continuity and operational efficiency.

10. Ad-hoc Responsibilities

• a) Undertake additional responsibilities or ad-hoc tasks as assigned by the Manager or Directors.