Call Center / BPO System Admin L1

Zap Tech is looking for a Call Center / BPO System Admin L1 which is an entry-level role within the IT support team. The primary responsibility of this role is to ensure the smooth operation of the systems, applications, and infrastructure used in the call centre or BPO environment. Here are the key job roles and responsibilities:

User Support:

• Provide first-line support to end users for technical issues related to hardware, software, and network systems.
• Troubleshoot and resolve basic technical issues.
• Respond to helpdesk tickets and service requests within established Service Level Agreements (SLAs).

System Configuration and Setup:

• Assist with the setup, configuration, and deployment of new hardware (e.g., workstations, headsets, etc.) for new staff.
• Help configure and manage software tools used by call centre agents, such as dialers, CRM software, and helpdesk systems.
• Support the integration and setup of communication systems, including VoIP (Voice over Internet Protocol) systems and call routing software.

User Account Management:

• Assist with the creation, modification, and deletion of user accounts in internal systems.
• Manage user access permissions and ensure security protocols are followed (password resets, role-based access control).

Documentation and Reporting:

• Maintain detailed records of system configurations, updates, troubleshooting steps, and resolutions.
• Create and maintain user manuals or FAQs for common technical issues encountered by staff.
• Generate reports on system performance, helpdesk metrics, and troubleshooting efforts.

Collaboration and Escalation:

• Collaborate with the L2/L3 system administrators or technical teams when issues require more advanced troubleshooting.
• Escalate unresolved or critical issues to higher-level support teams and track their progress.

Security Compliance:

• Assist in enforcing security protocols to safeguard sensitive customer and business data (e.g., ensuring system access is secured, and enforcing password policies).
• Ensure systems are compliant with relevant industry standards or regulations (e.g., TCPA & More ).

Asset Tracking and Registration:

• Inventory Database: Maintain a detailed record of all IT assets (hardware and software) within the call centre/BPO environment. This can include desktops, laptops, headsets, phones, servers, routers, switches, and other networking hardware.
• Tagging: Ensure all hardware is tagged with unique identifiers (e.g., barcodes, asset tags, RFID) for easy tracking and audit purposes.
• Tracking Software: Use asset management tools or systems to track assets throughout their lifecycle.

• Requesting and Ordering: Assist in the procurement process for new hardware and software. Ensure that requests for IT equipment meet the organization's needs and are within budget.
• Deployment: Set up and deploy hardware/software to new employees (e.g., installing computers, telephony systems, configuring new software tools).
• Configuration: Configure and ensure that the IT assets are properly set up and functional before deployment, including ensuring that workstations are connected to the network, configured with the required software, and tested.

• Software Inventory: Keep track of software applications and ensure that the call centre or BPO has the correct licenses for its software (CRM, dialers, office suites, etc.).
• License Compliance: Ensure that software licenses are renewed on time and that the organization remains compliant with licensing agreements (e.g., Microsoft, Adobe, Cisco).
• Installations and Updates: Manage the installation and update of software applications across all systems, ensuring all devices have the latest versions.

• Physical Audits: Conduct regular physical audits of the IT inventory to ensure that all assets are accounted for and there are no discrepancies.
• Discrepancy Resolution: Resolve any mismatches between the recorded inventory and actual assets (e.g., stolen, lost, or unreturned items).
• Reporting: Generate periodic inventory reports for management, detailing the status of IT assets, including how many assets are in use, in storage, or require maintenance/replacement.

• Data Wiping: Ensure that sensitive data is securely wiped from devices before they are decommissioned or disposed of, to prevent data breaches.
• Security: Manage access to IT assets and track any devices containing sensitive or confidential information to protect against theft or unauthorized access.
• Disposal: Implement secure procedures for disposing obsolete equipment, ensuring compliance with environmental regulations (e.g., e-waste disposal).

IT Equipment Allocation and Returns:

• Asset Allocation: Allocate and reassign assets as required, ensuring that agents or employees have the necessary tools.
• Returns Process: Establish a clear process for returning IT equipment (e.g., when an employee leaves the company or is reassigned). Ensure that all returned assets are properly inspected, wiped, and updated in the inventory system.

Gate Pass Issuance:

• Authorization: A gate pass should be issued only after authorization from relevant departments (e.g., IT, security, or management). The gate pass should specify the asset or item, the reason for movement (e.g., repairs, replacement), the destination, and the person responsible for the asset.
• Details Captured: The gate pass document typically includes details such as:
• Employee name and department
• Asset or item being moved (serial numbers, asset tags)
• Reason for exit (e.g., repair, maintenance, loan)
• Date and time of issuance
• Expected return date (if applicable)
• Authorized signatory/approver

• Technical Knowledge: Basic understanding of networking, telecom systems, and Windows/Linux operating systems.
• Problem-Solving Skills: Ability to diagnose and resolve basic IT issues promptly.
• Communication Skills: Strong verbal and written communication to interact effectively with users.
• Time Management: Efficiently manage time and prioritize issues based on urgency.
• Attention to Detail: Careful monitoring of systems to identify issues early.
• Customer Service Orientation: Ability to provide a positive experience to internal users.

• CRM Systems (e.g., Zoho)
• Telephony Software (e.g., VICI Dialer, Eyebeam, Vonage, Issable PBX, VOIP etc)
• Remote Support Tools (e.g., TeamViewer, Remote Desktop)
• Ticketing Systems
• Operating Systems (Windows, Linux)
• Networking Tools
• Active Directory for user management
• VPN
• Microsoft 365
• Antivirus ( eg. Sophos )