IT Support Analyst - Specialized in Telephony

About us
At Billor, short for "Bill of Rights," we are building the largest trucking ecosystem in the U.S., dedicated to supporting truck drivers. By combining FinTech, Technology, and Freight Management, we empower drivers to achieve truck ownership and a better quality of life. Our mission is rooted in freedom, responsibility, and efficiency, enabling drivers to maximize productivity and enjoy more time with their families.

About the role 
We are seeking a proactive and hands-on IT Support Analyst to join our IT team.
This role is responsible for providing on-site and remote support to end users, managing the IT Systems fleet, and overseeing IT inventory and infrastructure at office locations. The ideal candidate is a well-rounded IT generalist with strong problem-solving skills and the ability to support various IT systems including Wi-Fi,
Telephony, IVR, Workflows, and other field-deployed technologies, including Automation initiatives using A.I. powered solutions and Data Solutions.

Key Responsibilities:

Telephony End-User Support:
Provide day-to-day technical support for Telephony Users, related to hardware, software, all telephony topic related issues, improvements, integrations, etc.

Telephony Management:
Provide day-to-day support for users in Telephony System. E.g: Genesys Cloud CX.
Create and update IVRs in Phone Channels. Manage Extensions, users, licenses, numbers, branded calls, etc.

Telephony Fleet Management:
Maintain and manage the lifecycle of Telephony Equipments (Physical Phones, Mobile Phones, Sim cards, E-sim, tablets, etc.

Network & Connectivity:
Monitor and troubleshoot Telephony VLAN

IT Inventory Management:
Maintain an accurate inventory of IT Telephony assets using asset  management tools. Track equipment movement and ensure proper documentation.

Hardware Deployment:
Prepare and configure Telephony equipment for Contractors.

Documentation:
Create and maintain detailed documentation of procedures, asset records, and support activities.

Vendor Coordination:
Liaise with service providers for support escalations, equipment orders, and warranty services.

Compliance & Standards:
Ensure all IT practices and support are in line with company policies and security standards.

Access Management:
Ensure all access rights were previously approved by managers before assigning IT roles for users for Telephony Tools.

Automation Initiatives:
Identify, document and Development of Automation initiatives, with embedded IA powered solutions or Data analytics.

Integrations:
To Manage API integrations

KPIs & Data:
Generate insights for Internal Operations related to Telephony Usage and Consumption

● Associate or Bachelor's Degree in Information Technology, Computer Science, or related field (or equivalent experience in Telephony)
● 2+ years of experience in IT support, field services, or helpdesk roles
● Strong knowledge of Telephony Systems, like, Cloudtalk, Genesys Cloud CX, etc
● Ability to lift and move IT equipment
● Excellent communication and interpersonal skills
● Valid driver’s license and ability to travel between office sites if required Proven experience in Telephony Management, or related role.
● Hands-on experience with IVR (Ura in portuguese) workflow management
● Strong understanding of security incident response processes and frameworks.
● Familiarity with automation initiatives.
● Excellent problem-solving skills and ability to think proactively in anticipating threats.
● Strong communication skills with the ability to explain technical concepts clearly to non-technical stakeholders.
● English level intermediate (spoken and written)
Preferred Skills:
● Experience supporting remote or hybrid work environments
● Experience with Automation for IT Systems

Benefits