About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs
About the Job
IntouchCX is a global company with over 20,000 employees worldwide. We provide innovative and transformative customer support for some of the biggest brands in various industries with almost 30k+ users globally.
We’re tech savvy and pride ourselves on our ability to deliver the best service to our customers. As we grow our team, we’re looking for people who can thrive in a fast-paced, entrepreneurial environment.
If you value collaboration, diversity, and flexibility, the Senior Systems Specialist role at IntouchCX could be perfect for you!
Reporting to the Manager of System Engineering, the Senior Systems Specialist will be our go-to person for the department. You will respond to a variety of issues, preventing your day from ever being boring or routine, and work with people from across the company on a daily basis.
As Senior Systems Specialist (Windows), You Will…
Manage and maintain server environments based on Microsoft technologies
Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues working closely with business units and clients
Provide documentation and technical specifications to IT staff and other departments for planning and implementing new deployments or upgrades of IT infrastructure
Perform or administer regular backup operations, system patches, and reports; implement appropriate processes for data protection, disaster recovery planning activities and documentation, and failover procedures
Review for capacity, storage planning, and database performance
Optimize and improve existing server infrastructure deployments, and take ownership of planning new expansions / project implementations against current utilization and expected growth
Design and implement solutions as requested by business and stakeholders, including research into various options available
Participate in information security monitoring, incident management, and investigations as required under direction of the Information Security department
Participate in after hours on-call support rotation
Travel when required
Design and architect solutions to meet real business and user needs
Focus on planning, designing, and implementing future solutions
Define and document how to operationalize things that are designed and deployed in a useful and repeatable SOP that makes everyone’s lives easier (especially your own)
As Senior Systems Specialist (Windows), You Have…
Bachelor's degree or higher in Computer Science, Information Technology, or a closely related field, or equivalent technical experience
5+ years of experience in managing complex and large IT environments
Extensive experience of managing Microsoft technologies (Active Directory, IIS and MS SQL)
Experienced in MS SQL database management, MS MSQL clusters, database performance optimizations and MS SQL version upgrades.
Working knowledge of virtualization (VMWare),cloud computing (AWS, GCP)
Knowledge of implementing effective IT operations best practices, including expert knowledge of security, storage, data protection, and disaster recovery protocols
Experience with scripting and automation tools would be a plus
Knowledge of Identify providers such as Okta or Duo
Knowledge of Google Workspace (formerly GSuite) would be an asset
Knowledge of Linux administration would be an asset
A sense of ownership and pride in your performance and its impact on company’s success
Excellent time-management and critical thinking skills
Strong communication and technical presentation skills, both written and oral
Detailed oriented work ethic and are organized with technical design & documentation skills
Ability to learn new technologies on the fly in a dynamic environment
Ability to prioritize in a fast-paced and rapidly evolving environment, and respond to emergency situations effectively
Strong personal desire to know how things work, and to help them work simply and consistently
Pride in knowing (or learning) what elements in system design make for healthy and effective systems that thrive in their purpose and their implementation
Be a technology specialist and a team player with the ability to multitask
Skills Required
- Bachelor’s degree or higher in Computer Science, Information Technology, or a closely related field, or equivalent technical experience
- 5+ years of experience managing complex and large IT environments
- Extensive experience managing Microsoft technologies, including Active Directory, IIS, and Microsoft SQL Server
- Experience with Microsoft SQL database management, clustering, performance optimization, and version upgrades
- Working knowledge of VMware virtualization
- Working knowledge of cloud computing with AWS and Google Cloud Platform
- Knowledge of IT operations best practices, security, storage, data protection, and disaster recovery protocols
- Experience with scripting and automation tools
- Knowledge of identity providers such as Okta or Duo
- Knowledge of Google Workspace
- Knowledge of Linux administration
- Strong time-management, critical-thinking, communication, and technical presentation skills
- Technical design, documentation, organization, and prioritization skills
- Ability to learn new technologies and respond effectively to emergency situations
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.
