Site IT Administrator

ResultsCX Named ‘Major Contender’ in Everest Group; Santa Cruz; On-site; PHP 279,000 - 502,000; Full time

Job summary

ResultsCX is seeking a Site IT Administrator to support end-users and infrastructure at the Lipa call center. You will collaborate with Corporate Support on outages and with IT projects across the site.

The role requires hands-on desktop support for Call Center employees, proactive problem detection, quick escalation of outages, and maintaining IT documentation. You will work with local vendors and help enforce IT policies.

Qualifications

• A 2-year degree in a technical field or equivalent experience.
• 2+ years of IT systems administration or helpdesk experience supporting 100+ end users.
• In-depth knowledge of Windows operating systems and a wide variety of software applications.
• Experience installing/troubleshooting PC/server hardware components.
• Basic understanding of LAN/WAN networking, TCP/IP, and VoIP technologies.
• Broad experience imaging Windows PCs using various tools.
• Ability to understand customer inquiries and follow verbal and written instructions.
• Ability to read and create technical documents such as diagrams and flowcharts.
• Strong English communication, motivation, dependability, and punctuality.
• Schedule flexibility to work overtime and on-call.

Responsibilities

• Provides IT desktop support to Call Center employees and Agents.
• Proactively seeks out potential IT problems/unreported issues, and reports to Corporate IT.
• Promptly escalates high level outages to corporate Support, and assists with resolution.
• Performs coordinated tasks associated with Corporate IT projects affecting site.
• Attends meetings with Corporate IT and conference calls with remote IT personnel.
• Maintains IT documentation of processes and applications.
• Assists corporate IT with enforcement of IT policies and security auditing.
• Handles local technology administration, including working with local vendors, contactors, and service providers.
• Performs all functions as defined in the Call Center IT Roles and Responsibilities documentation.

Skills

End-user support

Technical documentation

English communication

Education

2-year technical degree

Tools

Windows OS

PC/server hardware

Imaging Windows PCs

LAN/WAN networking

VoIP technologies

Job description

Site IT Administrator

Full Location: Lipa - PH

The Site IT Administrator supports end-users and infrastructure in the assigned call center, works with Corporate Support team on escalation and resolution of outages, and collaborates with Corporate IT groups involved in IT Projects.

We expect greater of ourselves... What’s Your Greater? Come find it at ResultsCX!

In this role you will:

• Provides IT desktop support to Call Center employees and Agents.
• Proactively seeks out potential IT problems/unreported issues, and reports to Corporate IT.
• Promptly escalates high level outages to corporate Support, and assists with resolution.
• Performs coordinated tasks associated with Corporate IT projects affecting site.
• Attends meetings with Corporate IT and conference calls with remote IT personnel.
• Maintains IT documentation of processes and applications.
• Assists corporate IT with enforcement of IT policies and security auditing.
• Handles local technology administration, including working with local vendors, contactors, and service providers.
• Performs all functions as defined in the Call Center IT Roles and Responsibilities documentation.

To join our team, you need:

• 2 year degree in a technical field or equivalent experience.
• 2+ years additional experience in a dynamic IT systems administration/helpdesk environment, or providing hands-on support to 100+ end users.
• In-depth knowledge of Windows operating systems and experience with a wide variety of software applications.
• Experience installing/troubleshooting PC/server hardware components.
• Basic understanding of LAN/WAN networking, TCP/IP, and VoIP technologies.
• Broad experience with Imaging of Windows PC using a variety of tools
• Ability to hear and understand customer inquiries and oral instructions from supervisors in person, in writing, and over the telephone.
• Ability to read and create paper and electronic documents such as technical diagrams, flowcharts, presentations, etc.
• Ability to read, write, and verbally communicate in English at a proficient level.
• Excellent motivation, dependability, accountability, and punctuality.
• Schedule flexibility to work overtime and on-call.

About ResultsCX:

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.