Network Administrator

About Tricon:

Tricon is Pakistan’s fastest growing BPO providing services to 10+ clients (domestic and international both). At Tricon, we are dedicated to providing world-class customer care services to businesses across various industries. With over 10 years of experience, we have established ourselves as a top-tier BPO in Pakistan, offering a wide range of inbound, outbound, and blended call center solutions.

Job Description:

1. Technical Support: Provide technical support to call center agents by troubleshooting and resolving hardware, software, and network issues. This may include resolving computer problems, printer issues, and phone system glitches.

2. Software Maintenance: Install, update, and maintain call center software, including customer relationship management (CRM) systems, call routing software, and any other software tools used in the call center.

3. Hardware Maintenance: Ensure that all IT hardware in the call center is in good working order. This includes computers, headsets, phones, and any other equipment used by call center agents.

4. Network Management: Monitor and manage the call center's network to ensure it operates efficiently and securely. Troubleshoot network connectivity issues and coordinate with IT teams to resolve them.

5. Data Security: Implement and enforce data security measures to protect sensitive customer information and ensure compliance with data protection regulations.

6. User Training: Train call center agents on how to use various software applications and equipment properly and provide ongoing support for any IT-related questions or issues.

7. Documentation: Maintain documentation of IT procedures, system configurations, and troubleshooting guides for reference by call center staff.

8. Reporting: Generate reports on IT-related performance metrics, such as system uptime, response times, and issue resolution, and provide recommendations for improvements.

9. Collaboration: Collaborate with the IT department or external vendors to resolve complex technical issues and implement system upgrades.

10. Emergency Response: Be available to respond to urgent IT issues, especially during high call volumes, to minimize downtime and disruptions in call center operations.

11. ISMS Certifications: Aware of ISMS policies and certification. Support in policies and procedures enrollment

12. Power Management: Familiarity with uninterruptible power supplies (UPS), power distribution units (PDUs), and backup power sources to ensure server uptime during power outages.

13. Server Rack Configuration: Knowing how to set up and organize server racks efficiently, ensuring proper cable management and ventilation to prevent overheating.

14. Server Hardware: Understanding different server hardware components, their functions, and how to maintain and troubleshoot them. Knowledge of RAID configurations, hard drive maintenance, and server redundancy is important.

15. Networking Infrastructure: A strong understanding of networking equipment, including switches, routers, and firewalls, is crucial for maintaining network connectivity and security within the server room.

16. Data Backup and Recovery: Knowledge of data backup solutions and disaster recovery planning to prevent data loss in case of hardware failure or other emergencies.

17. Monitoring and Alerts: Familiarity with server monitoring tools to track server performance, receive alerts forpotential issues and take proactive measures to prevent downtime.

18. Cable Management: Proper cable management techniques to reduce clutter, avoid cable damage, and make it easier to identify and trace cables for troubleshooting.

19. Remote Management: Understanding remote access and management tools to monitor and manage server room

equipment from a remote location.

20. Disaster Recovery Planning: Participating in or supporting the development of disaster recovery plans and understanding the roles and responsibilities in the event of a server room failure or other emergencies.

Qualifications and Requirements:

1. Bachelor's degree in computer science, information technology, or a related field (or equivalent work experience).

2. Proficiency in troubleshooting software and hardware issues.

3. CCNA

4. Knowledge of call center software and equipment.

5. Strong communication skills for assisting non-technical call center agents.

6. Understanding of data security and privacy regulations.

7. Ability to work under pressure and meet tight deadlines.

8. Strong problem-solving and analytical skills.

9. Certification in relevant IT areas (e.g., CompTIA A+, Network+, or Microsoft Certified Professional) may be advantageous.

10. Practical knowledge to work in Pfsense firewall.

Benefits and Perks: •

• Salary : 80k to 120K
• Morning Shift 10.00 am onwards (9 hours shift)
• Paid leaves as per company policy.
• Health insurance as per company policy.
• Open door policy
• Probationary increment.
• Market Leading Salary
• Attractive working environment
• Annual increments
• Market leading incentives
• Indoor recreational sports facility
• Indoor cinema
• Subsidized meals
• Work-life balance

Job Type: Full-time

Pay: Rs80,000.00 - Rs120,000.00 per month