End User Support Specialist Site IT

SUMMARY

The primary function of this position is to assist in resolving telephony and system related problems and assist the Site Systems Administrator relative to systems administration responsibilities by performing the following duties in Support of all Sykes IT Processes and Procedures. ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides local telephony End User Support and administration
• Schedule and perform agent adds, moves, and changes in accordance with proper procedures
• Support and assist the Site SA relative to systems administration responsibilities
• Complete Daily, Weekly and Monthly checklists accurately and in a timely manner
• Key participant in Change Implementation Management (CIM) and submits change control documentation in accordance with Sykes standards
• Assist and act as remote hands and eyes while troubleshooting telephony issues with remote engineers
• Adheres to Sykes IT policies and procedures to include IT physical asset management, security and software compliance.
• Assists in the documentation of systems for disaster avoidance/recovery and planning
• 24x7x365 availability to support end users on an as needed basis
• May perform other duties as needed.

SUPERVISORY RESPONSIBILITIES

None Yes (See "General Management Duties and Responsibilities" addendum) EDUCATION and/or EXPERIENCE

• Associate's degree (A.A.) or equivalent from two-year College or technical school; or two years related experience (in telecommunication or information systems) and/or training; or equivalent combination of education and experience

QUALIFICATIONS

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• MCP required
• Working knowledge of Active Directory, DHCP and DNS
• Working Knowledge of desktop support fundamentals
• Good communication skills
• Ability to speak effectively before groups of customers or employees of organization
• Knowledge of Avaya environment including PABX, CMS, and all peripherals
• VOIP Knowledge a plus
• Able to test products prior to test delivery

COMMUNICATION SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, corporate procedures/regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to speak and/or listen. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. SECURITY COMPLIANCE

Employees are required to maintain compliance with SYKES safety, security, and privacy programs. Additionally, all employees world-wide are responsible for being an active participant in the SYKES safety, security and privacy programs to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees. ETHICS COMPLIANCE

Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to the SYKES Standards of Conduct for Compliance and Integrity (www.sykes.com). SYKES is proud to be an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status, nor will they be discriminated against on the basis of disability. Women, minorities, individuals with disabilities and veterans are encouraged to apply. EEO/AA/M/F/Vet/Disability. DISCLAIMER

The preceding position description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this position. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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