The IT Operations Specialist reports to the Infrastructure Manager and maintains and oversees the IT operations of the contact center. The role includes collaborating with the Systems Administrator to research, implement, and improve IT operations and infrastructure, aligning with business objectives. The Specialist will occasionally triage 1st and 2nd level system, network, workstation, and peripheral support for employee and client users, requiring strong technical knowledge, communication skills, and attention to detail.

• Monitor and maintain the IT systems and infrastructure of the contact center, including:
  • Microsoft AD/Entra, DC, DNS, DHCP, WDS, MDT, etc.
  • Non‑Enterprise servers & services (Ticketing system, Physical Access Control (PACS))
  • SIEMs and log management (NAGIOS, CACTI, SolarWinds, Graylog, etc.)
  • Network devices up to Layer 2
• Perform routine maintenance...