End User Support Specialist

SYKES is a global business process outsourcing (BPO) leader in providing comprehensive inbound customer engagement services to Global 2000 companies, primarily in the communications, financial services, healthcare, technology, transportation and retail industries.

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.

* 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.

**Education and/or Experience:** * Associate's degree (A.A.) or equivalent from two-year College or technical school * Two years related experience (in telecommunication or information systems) and/or training; or equivalent combination of education and experience **Job Requirements** * 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.