Description
The IT Technician is tasked with maintaining the IT infrastructure and ensuring the continuous, smooth operation of all IT systems, networks, and hardware essential to business operations. This involves implementing security protocols, troubleshooting issues, and maintaining minimal system downtime. Success in this fast-paced, customer-focused environment requires strong technical expertise and effective problem-solving skills.
Responsibilities
- Provide on-site and remote technical support to end-users, including diagnosing and resolving hardware, software, and network issues.
- Assist with troubleshooting desktop, laptop, printer, and peripheral issues.
- Handle IT service requests and incidents, ensuring timely resolution within Service Level Agreements (SLAs).
- Perform regular maintenance, updates, and patching of operating systems, software applications, and security tools.
- Monitor system and network performance, proactively addressing potential issues to minimize downtime.
- Ensure uptime for essential business systems, including VoIP, monitoring systems.
- Assist in the configuration and maintenance of LAN/WAN networks, routers, switches, and firewalls.
- Set up and maintain VPNs and remote access configurations to support BPO operations.
- Perform routine network checks to ensure connectivity and proper configuration.
- Implement and monitor cybersecurity measures, such as firewalls, antivirus software, and data encryption.
- Follow organizational security protocols and industry compliance standards (e.g., PCI-DSS, GDPR, HIPAA) to protect sensitive customer data.
- Conduct regular security audits, vulnerability scans, and risk assessments to identify and resolve security threats.
- Manage the inventory of hardware, software, and other IT assets, ensuring proper documentation, tracking, and disposal.
- Assist in the setup and deployment of workstations, including installing necessary software and configuring systems.
- Ensure that IT hardware (laptops, desktops, servers) is functioning optimally and address issues such as hardware malfunctions or replacements.
- Provide technical support for specialized software and tools used in BPO operations.
- Maintain accurate documentation of technical procedures, configurations, and solutions in the knowledge base for future reference.
- Provide regular reports on system performance, incidents, and resolutions to management.
- Assist in the development and implementation of IT policies and procedures.
Key Skills & Experience
- A diploma or degree in Information Technology, Computer Science, or a related field.
- Relevant IT certifications (CompTIA A+, Network+, Microsoft Certified Professional (MCP), or Cisco Certified Network Associate (CCNA)) are a plus.
- 2-3 years of experience as an IT Technician, preferably in a BPO, contact center, or fast-paced corporate environment.
- Strong knowledge of Windows, Mac, and Linux operating systems.
- Experience with troubleshooting network, hardware, and software issues.
- Familiarity with VoIP, CRM, and workforce management systems used in BPO environments.
- Experience with network infrastructure, including LAN, WAN, VPNs, firewalls, and switches.
- Ability to diagnose and resolve technical issues quickly and efficiently under pressure.
- Proactive in identifying and mitigating potential system problems before they escalate.
- Strong verbal and written communication skills to effectively interact with end-users, management, and technical teams. (English - B1 required)
- Ability to explain technical concepts to non-technical stakeholders clearly.
- Ability to work independently and collaboratively with other IT professionals and cross-functional teams to deliver high-quality technical support.
- Ability to prioritize tasks effectively, handle multiple requests simultaneously, and meet deadlines in a fast-paced environment.
- Demonstrated ability to deliver excellent customer service, understanding the urgency of minimizing disruptions in a BPO operation.
- A positive, can-do attitude when assisting staff with technical issues.
About Company
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
