Desktop Support Technician

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

The TTEC Digital Cisco Partner Practice builds customizable, comprehensive contact center solutions with the help of our over 450 experts across 11 Cisco Specializations, manage on-premise services, optimize contact centers, perform cloud migrations, and improve existing technology investments to fuel the exceptional customer experience (CX) for our clients’ customers.

This position provides sophisticated technical end-user support to client desktop systems, workstation setup, configuration, networking, mobile devices, and routine tasks over the phone to our client. The ideal candidate possesses the ability to analyze, troubleshoot and resolve complex technical issues and demonstrate comprehensive critical thinking skills.

The focus will be on desktop, network, or mobile device problems related to hardware, operating systems and configuration issues through troubleshooting and research. This position requires technician to demonstrate excellent customer interaction skills both verbally and orally.

What You'll Be Doing

• Configuration of omni-channel contact center, teams, services, and skills
• Configuration of voice, chat, email and SMS interaction processing scenarios
• Configuration of standard audio treatments
• Configuration of IDM, quality, and workforce management user profiles
• Internal/External UAT participant
• Deployment / Go-Live Support as requested.
• Assist with solution documentation.
• Participate in team meetings with management, operations, development teams and external clients.
• Attain quarterly and annual objectives assigned by management.
  
  

What You'll Bring To The Role

• 1 to 2 years helpdesk or customer support experience with contact centers required
• CCNA Certification is preferred
• Understanding of CRM, Interaction Management, CTI, Case Management and technologies that support these
• LINUX experience a plus
• HTML experience a plus
• Understanding or experience with enterprise software or Software as a Service model
• Debugging, troubleshooting and Chrome experience. IE, FireFox, and Safari a plus
• Fluent in English
• Demonstrated attention to detail, problem solving skills and strong work ethic
• Highly motivated and a self-driven team player
• Solid verbal, written, presentation and interpersonal communication skills
  
  

About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.