IT Support Engineer I

About Afiniti

At Afiniti, we are a leading provider of artificial intelligence technology that elevates the customer experience by making moments of human connection more valuable. Our mission is rooted in a simple yet powerful idea: understanding patterns of human behavior enables us to predict how people will interact and create meaningful connections.

Using our patented AI technology, we revolutionize the contact center industry by pairing customers with the most compatible contact center agents. By doing so, we enhance the entire customer journey, resulting in exceptional experiences and improved outcomes for all parties involved.

Our transformative technology has generated billions of dollars in incremental value for our esteemed clients, which include Fortune 500 companies across diverse industries such as financial services, telecommunications, travel, and hospitality. We take pride in our global reach and impact, with our solutions being leveraged by organizations around the world.

To learn more about Afiniti and the groundbreaking work we do, visit www.afiniti.com.

About The Role

We are seeking a proactive and technically proficient IT Support Engineer to join our team. This role will primarily involve providing on-site as well as remote support to our users, including installations, configurations and troubleshooting, assistance with managing data center operations and CCTV systems. It’s an onsite role which would require working from office five days a week in scheduled slot. To ensure smooth operations on other sites. The ideal candidate will possess strong troubleshooting skills, excellent communication abilities, and a passion for delivering high-quality IT support services.

Key Responsibilities

• Provide on-site and remote technical support (Level 1 & Level 2) to end-users, including troubleshooting hardware, software, OS (Linux/Windows/ Mac) and network issues.
• To install and configure systems for users inline with company standards.
• Respond to IT support tickets and service requests in a timely manner, ensuring proper documentation and resolution.
• Collaborate with the IT team to implement and maintain IT infrastructure, systems, and policies.
• Monitor and maintain inventory of IT equipment and supplies.
• Support remote users through various communication channels, including phone, email, and remote desktop tools.
• Managing CCTV DVR/NVR camera configuration deployment and managing the recording data.
• Scheduling and supervising of all Datacenter and Power team projects.
• Supervising the provisioning of all DC services; including racking & stacking, hardware installation, power and network connectivity & CCTV.
• Provisioning and ensuring the proper functioning of power sources (AC/DC), Fire Suppression Systems, UPS, Batteries, HVACs, Air Purifiers, Humidifiers, CRACs & Security of Data Center.
• Troubleshooting and Diagnostics, Conduct Preventive Maintenance and Emergency Repairs on Critical Facilities Equipment within the Data Center as specified and on schedule.
• Dispatching IT equipment to remote users and other facilities in time.
• Ensuring procurement requests are filed in time for users to avoid any unnecessary delays.
• Managing tickets/tasks assigned by Service Desk within the agreed SLA/OLA.
  
  

Qualifications: Bachelors in Computer Sciences , Engineer or Equivalent Degree.