IT Helpdesk

The IT Helpdesk is responsible for overseeing the operations and providing technical support role in managing the Fusion's infrastructure assets including desktop/ Laptops, local systems ( CCTV, Access control, UPS) and Telecom services.

FUSION BPO SERVICES

153 ORANGE ST, KINGSTON 

About Fusion BPO Services

At Fusion BPO Services (https://www.fusionbposervices.com) we offer a diverse range of call center

services, including garnering potential customers, managing data efficiently, or troubleshooting

technical problems and administration issues. Our host of peripheral activities is aimed to take your

business ahead through a blend of manpower, technology, research, and analytics. Company offers

inbounding and out bounding call centers, order taking, answering, transcription, collection,

telemarketing, and back-office services.

Job Description

The Fusion BPO Services is seeking applications from experienced, qualified people for the

position of IT Executive / system admin.

Role:

As a member of the Team, the IT Executive is responsible for overseeing the operations and

providing technical support role in managing the fusions infrastructure assets including desktop/

Laptops, local systems ( CCTV, Access control, UPS) and Telecom services and maintain in

accordance with compliance regulations, policies and procedures; contribute to the organization

achieving continuously improve the Fusion BPO services infrastructure posture to meet the

changing needs of a growing business for Jamaica, Kingstone.

Responsibilities:

· Recommending and implementing technologies that improve efficiency or reduce costs in the

workplace.

· Updating existing software to ensure compatibility with new computer systems.

· Maintaining equipment such as desktop and Laptops by installing new software or replacing broken

parts

· Collaborating with other members of the IT team to develop and implement new solutions for

existing problems.

· Identifying and addressing system performance issues by troubleshooting problems and adjusting

existing hardware configurations or software settings

· Evaluating new technologies and equipment to determine whether they are a good fit for the

company’s needs.

· Monitoring the performance of computer networks, including the speed and availability of network

connections, to ensure that they are functioning properly.

· Coordinating with other team members to ensure efficient operation of technology within the

company.

· Ensuring that security measures are in place, including encryption of data files and firewalls on all devices.

Operational:

· Provide local IT operations support to end users for their queries and problems.

· Provide IT Operational support to manage technology components like desktop/ Laptops/ CCTV and access control systems, UPS and power requirements to local support.

· Good understanding and hands on Windows 10/11, WSUS patch management, Antivirus technologies to manage effectively and reporting the efficiency.

· Experience in Local Asset and software Inventory management.

· Coordinate with local service vendors to resolve the problems and fulfill new IT needs.

· Tracking and resolving day to day IT incidents following ticketing system.

· Managing IT compliance needs and supporting audits by coordinating with central security team. Desired Skills and Qualifications:

· Professional certification in information technology · Basic networking knowledge, IP address, DNS, DHCP, system network troubleshooting

· Minimum of 3 to 5 years of progressive management experience in a BPO sector setting, with previous responsibilities for enterprise works, or IT/ITeS sector. · Ability to work 24 X 7 operational environment to support in case of crises and incidents.

· Understanding knowledge of the datacenter technology, telecom, dialer and enterprise share services, endpoint (Laptop/desktop) management in dynamic environments

· Analytical, problem solving and decision-making skills; experience with budget forecasting and control.

· Ability to interact skillfully and professionally with various internal and external stakeholders including staff, IT Auditors, and others

· Ability to coordinate, analyze, and utilize a variety of reports and records; ability to communicate effectively, verbally and in writing; ability to establish and maintain effective working relationships with employees, supervisors, other agencies, and the customers.