Support Analyst

We are looking for a Support Analyst to focus on the voice recording system, providing first- and second-level technical support, ensuring the continuity and integrity of recordings, and performing preventive and corrective maintenance of the solution.

Requirements:

• Completed or in-progress bachelor's degree in Information Technology (IT).
• Intermediate English (reading, writing, and speaking) – used daily in meetings and support interactions.
• Knowledge of Windows Server environments (basic administration).
• Networking fundamentals (TCP/IP, routing, ports, firewalls).
• Experience with system troubleshooting and log analysis.
• Basic SQL database knowledge (simple queries).
• Communication skills to interact with internal departments, vendors, and end users.
• Desirable: experience in call center, IVR, or contact center environments.

Responsibilities:

• Provide technical support to users and internal teams for related incidents and requests.
• Monitor the health of the recording environment (logs, alerts, channel availability, disk usage, etc.).
• Investigate recording failures, audio loss, integration failures, or system interruptions.
• Open tickets with the manufacturer (Verint) and follow up until resolution.
• Ensure the integrity, confidentiality, and security of recordings.
• Document procedures, applied solutions, and keep the knowledge base updated.
• Perform system updates and security patches according to schedule and approval.
• Participate in improvement and expansion projects for the recording environment.
• Assist in generating reports and audits related to recordings.