Job Description
Job Description
DSI Systems Inc., an authorized AT&T Representative partner, is seeking a highly experienced and motivated Senior IT Support Specialist to join our expanding Information Technology team. This position plays a critical role in supporting our National Retail business unit and will focus on managing complex technical issues, enhancing internal support workflows, and ensuring the reliable performance of our IT infrastructure.
The Senior IT Support Specialist will provide advanced IT support to our offshore call centers and remote escalation representatives based across the United States. The ideal candidate will demonstrate strong problem-solving skills, effective communication, and the ability to thrive in a fast-paced, distributed work environment. Weekend availability is required to respond to and coordinate urgent IT issues as they arise, ensuring minimal disruption to business operations.
This role will report to our office located in Richardson, Texas
About DSI
DSI is a family-owned company that has been in business since 1984. We provide enhanced value that delivers results for our clients and partners, through sales management, marketing assistance, hardware logistic solutions, immersive training, engineering expertise, and proprietary software solutions.
We believe that relationships are the most important part of our business. Whether it's mobility, broadband, video, commercial, residential, Lodging & Institutions, Multi-Dwelling Units, or all; we are a one-stop solution to help sales partners uncover growth opportunities.
Responsibilities
- Serve as the primary point of contact between DSI, AT&T, and offshore call centers (including their IT teams) for all partner connectivity issues
- Diagnose connection issues from DSI’s infrastructure and communicate status updates.
- Perform VPN tunnel resets and initiate failover procedures as needed
- Coordinate and manage software installations and upgrades—particularly multi-factor authentication (MFA)—across all offshore call centers in collaboration with AT&T and partner IT teams
- Lead and optimize the launch of new call center sites, ensuring all technical requirements and systems are fully operational
- Identify and troubleshoot AT&T-specific resource issues and liaise directly with AT&T for prompt resolution
- Monitor and enforce compliance with AT&T’s technical and security standards across all supported environments
- Act as a technical liaison for escalated system issues and implementations with key software vendors including NICE, Uniphore, and Zendesk
- Manage support tickets originating from call center users and implement proactive measures to reduce recurring incidents
Preferred Skills
- Excellent communication and organizational skills, combined with strong business acumen
- Minimum of 3 years of hands-on experience in information technology support roles
- Proficiency in Microsoft Windows operating systems and Microsoft 365
- Strong remote troubleshooting skills with the ability to instruct and support end users effectively
Preferred Experience
- Hands-on experience implementing and managing Single Sign-On (SSO) solutions
- Proven expertise with Multi-Factor Authentication (MFA) technologies, including configuration and user support
- Working knowledge of Microsoft Azure, with a focus on Azure-based Virtual Private Network (VPN) configuration and management
Benefits
- Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period
- 401k Plan with employer matching
- Paid vacation, personal/sick days, and bereavement time
- Employee Profit Sharing Program
- 50% AT&T wireless discount
- Paid training
- Advancement opportunities, we prefer to promote from within!