Detailed Responsibilities

As an Infra Tech Support Practitioner, you will:

• Provide ongoing technical support and maintenance for production and development systems and software products, both remotely and onsite.
• Implement technology at the operating system level across all server and network areas, and for specific software solutions/vendors/brands.
• Handle Level 1 and Level 2 troubleshooting, addressing basic and intermediate issues.
• Act as an SME, collaborating with and managing the team to ensure performance and making team decisions.
• Engage with multiple teams and contribute to key decisions.
• Provide solutions to problems for your immediate team and across multiple teams.
• Maintain expert proficiency in Genesys Call Center SIP Telephony.
• Demonstrate expert-level proficiency in IT Infrastructure Operations.
• Develop and implement strategies to optimize call center operations using Genesys Call Center SIP Telephony.
• Troubleshoot and resolve complex technical issues related to call center telephony systems.
• Collaborate with cross-functional teams to enhance the efficiency of the contact center infrastructure.
• Provide training and guidance to team members on best practices for call center telephony management.