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Sr. IT Site Support Tech in Kingston at IBEX

Date Posted: 4/9/2018

Job Snapshot

Job Description

The Senior IT Site Support Technician will utilize strong pc troubleshooting, break fix, and problem- solving skills in maximizing the uptime of the pc’s, phones, agent software on the desktop, and site infrastructure for the assigned call center. The position will interface with corporate network, PBX, windows administration, database, and application teams in addressing specific problems encountered at the assigned call center.



  • Troubleshoot, install, and support the following: PC hardware, commercial and custom software

    suites, network connectivity for data, voice, Ethernet, and WIFI, image creation and deployment, IP

    phones, laptops, tablets, smartphones, and printers

  • Deploy, support, and troubleshoot the devices in local and remote environments

  • Complete tasks and projects using formal project management principles and ITIL

  • Learn, communicate, and train new technologies to personnel of all technical levels

  • Assume accountability for generators at location and ensures preventative maintenance occurs on a

    regular basis

  • Drive location level implementations of new PC hardware, application rollouts and client specific

    ramp activities as it relates to the desktop environments.

  • Address site and enterprise level issues with appropriate sense of urgency

  • Identify and escalate priority issues per client specifications

  • Ensure Standard Operating Procedures (SOPs) are implemented within location and may assist in

    developing procedures and supporting documentation.

  • Mentor junior level technicians.

  • Understand the need for availability (onsite/offsite/remote access) during normal workdays, during

    evening/overnight hours and on weekends

  • May perform additional duties and responsibilities, and assist with special projects, as assigned.



This role routinely uses standard office equipment such as computers, phones, photocopiers. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit; use hands to point, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, and ability to adjust focus. The employee must frequently lift and/or move items up to 50 pounds.

This is a full-time position. Employee must be able to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects including weekends and evenings. All employees must be willing to work all shifts, overtime, holidays and emergency shifts as required.


IBEX Global is proud to be an equal employment opportunity employer. IBEX Global is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law.

Job Requirements


  • High school diploma/GED required, Bachelor’s degree in Computer Science or related field


  • 5+years’ experience working in a large, fast paced, call center environment utilizing Microsoft,

    Cisco, iOS, Android, and VOIP technologies;

  • Experience with software deployment tools;

  • Supervisory experience of a Field Services team preferred;

  • Or equivalent combination of education and experience.


  • Excellent written and verbal communication skills with ability to interface with all levels of

    personnel in a diverse workforce.

  • Strong technical aptitude and expertise.

  • Ability to work under pressure, multi-task and deliver to tight deadlines.

  • Teamwork capabilities; strong relationship management and interpersonal skills.


  • Detail oriented with a customer service aptitude.


  • Ability to work independently and proactively with minimal supervision.


  • Familiarity of both physical and logical security requirements.


  • Working knowledge of Active Directory and GPO’s.