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Position Title:

Senior I.T Support Officer



Type of Job:


Reporting to:

Call Centre Manager/Chief Operating Officer/CEO   




Overall responsible for monitoring and managing the I.T systems and related Infrastructure ensuring that all systems are fully functional and  ready for the live operations of the Call Centre every day.


General Responsibilities:

The Senior IT Support Officer is responsible for performing the following duties but not limited to:

  • To execute start of day procedures and make the I.T System available for live operations.
  • Perform end of the day activities in closing the operations, making necessary backups and putting the system in voicemail mode for overnight operations.
  • Distribute voicemails (calls which are received after office timing) to call center agents (Legal Advisors) for call back.
  • Monitor the system and equipment’s failure or faults affecting performance.
  • Suggest and implement operational procedures to increase the efficiency of the IT systems and infrastructure.
  • Liaise with staff at all levels in determining their technical issues and ensuring their rectification using in house and/or external help.
  • Assist the Procurement department in the selection process of vendors/suppliers of Hardware, Software, and technology based solutions.
  • Work with the organization in defining and analyzing systems and IT requirements.
  • Liaise with vendors and suppliers during the selection and implementation of all new hardware and software.
  • Plan and assist the organization in the change management activities, wherever required.
  • Assist in implementing new hardware and software providing on the spot training for the users.
  • Develop monthly / quarterly work plans.
  • To provide Avaya Servers report to the management.
  • To retrieve data from SQL servers for reports.
  • Monitoring and administration of Windows Server 2012R.
  • CCTV knowledge, daily check CCTV system and send daily report.
  • Knowledge of Time attendance biometric machine and send monthly attendance report to HR.
  • Undertake any other activity that contributes to the smooth running of the Call Center.
  • Perform any other official task assigned by the seniors.

Eligibility Criteria:

  • Preferred Qualification: Graduation or higher.
  • Experience of 3 to 4 years in similar related field.
  • Creative, energetic, ability to work independently with minimal supervision.
  • Ability to work well in a team.
  • Good computer skills (Microsoft, Word, Excel).
  • Demonstrated flexibility, motivation and maturity.
  • Preference will be given to candidates having experience of AVAYA based Call Centre and knowledge/experience of related software.


  • We are equal opportunity employer for qualified male and female candidates.
  • Females and minorities are encouraged to apply.
  • Interested candidates may send their CV and cover letter latest by October 5th, 2020 at [email protected].
  • Please mention you last drawn salary and salary now expected.
  • Only Shortlisted candidates will be called for test & interview.
  • The organization reserves the right to reject any or all applications.
  • For further information please visit http//