About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About the Job
We are looking for a Senior IT Generalist who will be responsible for administering and managing regional technology activities. This person will also oversee the maintenance and repair of computer hardware and software in a break/fix environment.
As Senior IT Generalist, You Will…
Complete projects by coordinating resources and timetables with different IT stakeholders and non-IT departments
Work collaboratively with different clients, team members and other stakeholders across the company to achieve desired results
Interpret and validate technical issues, test solutions, follow-up and escalate when necessary
Solve complex problems in a technical service-oriented environment
Comprehend, capture and interpret basic information and work within a team in a fast-paced call center environment
Work hand in hand with the IT Site Supervisor and act as a primary back-up when necessary
Install and test workstations (break/fix), fix performance issues, diagnose/replace hardware and software related problems
Ensure workstations are functional (computer hardware peripherals/components)
Troubleshoot/report specific line of business program issues (Logical Agent/LivePerson/third-party applications)
Verify application results, conduct system audits
Be accountable for tracking and organization of physical hardware and other IT assets
Develop and manage organizational and IT standards
Maintain cleanliness and organization of the IT department and stations
Engage with internal and external clients providing updates and solutions, as well as ensuring compliance relating to all IT components
Interpret service delivery key metrics to problem solve
Verify application results by conducting system audits of technologies implemented
Preserve assets by adhering to disaster recovery and backup procedures and information security and control structures
Maintain quality service by establishing and enforcing organization standards
Provide support for the entire IT department and company as needed
As Senior IT Generalist, You Have…
Post-secondary or completion of post-secondary schooling preferred
Minimum of 1-3 years of experience will be required, experience in the BPO industry will be an added advantage
Adaptability to learn a variety of software programs
Strong analytical and problem-solving skills
The ability to multitask and self-manage your work day is crucial
The ability to work in a fast paced and time sensitive environment
The ability to lift 50LBs
Excellent time and project management skills
Fluent English language skills with the ability to communicate with customer relations & presentation skills
The ability to work flexible hours, including weekends and Public Holidays if required, with an ‘on-standby’ basis during critical business periods
IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.
Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [email protected] for review and validation.
Skills Required
- Minimum 1–3 years of relevant experience
- Post-secondary education or completion of post-secondary schooling
- Ability to learn a variety of software programs
- Strong analytical and problem-solving skills
- Ability to multitask and self-manage work
- Ability to work in a fast-paced, time-sensitive environment
- Ability to lift 50 pounds
- Time and project management skills
- Fluent English communication skills, including customer relations and presentation skills
- Ability to work flexible hours, weekends, and public holidays when required
- Ability to remain on standby during critical business periods
What We Do
We’re revolutionizing the global customer experience across all industries, delivering innovative, value-driven customer care solutions to the world’s best-known brands. We are partners in long-term growth, helping to scale and optimize your CX through our data-driven and brand-specific approach. By delivering actionable insights, we drive team performance and ROI alignment to meet your strategic goals. We tailor our programs to ensure end-to-end consistency, team well-being, and cultural alignment with your brand. Our track record speaks for itself and our long-standing relationships speak to our performance. We are IntouchCX. Where a global footprint meets a local presence. Where scale meets soul. Where expertise meets energy. Where reliable meets relatable. Where professional meets personal. Where inspiration meets execution. Where your world meets our world. We challenge assumptions. Redefine partnership. Disrupt convention. And boldly lead our clients, our people, and our industry toward a reimagined future.
