How Enterprise Technology Companies Benefit from SYKES Tech Academy
Holistic CX

How Enterprise Technology Companies Benefit from SYKES Tech Academy

Large-scale security breaches and hacks are on the rise, threatening millions of consumers’ online financial security. That means it’s more critical than ever to manage the secure flow of data across the complex networks that enable customer transactions. An important component in your overall security flow are the engineers who monitor networks and provide technical support to your customers, ensuring their activity is handled securely.

Setting up a network or computer operations center requires a variety of skills — routing and switching, wireless networking, security, Linux, Python, ITIL, server management and more — with proficiency requirements ranging from associate to expert. At the same time, engineers must constantly develop new skills to keep up with continually evolving technology and rapid innovations in delivery strategy. These factors together indicate the need for ongoing training and development of network engineers to consistently meet your customers’ networking needs.

Finding, keeping and developing such talent as your business scales quickly to serve more customers is not easy. The demand for these skill sets will only continue to grow as businesses become increasingly reliant on internet-connected products and services.

A partnership with SYKES gives brands access to a pool of candidates developed our own commercially recognized tech academy. This academy produces engineers specializing in a variety of technical solutions — networking, computer security and programming, etc. — and candidates with the most in-demand skills and hands-on experience. Essential certifications are also provided, including: basic CompTIA A+, CCNA, LPI, ITIL, CCIE, Python, SQL, VMware, AWS, and others.

Creating jobs and opportunities for career development is important to us, our people, and our clients. So, this investment in talent development is crucial to employing network engineers with globally-recognized certifications who can consistently provide an outstanding customer experience. The SYKES Tech Academy provides just that; recruiting, developing and deploying talent from a pool of more than 5,000 highly qualified and capable candidates.

THE ORIGIN OF THE TECH ACADEMY

The SYKES Tech Academy started as a project to create an “engineer factory” that would provide a steady stream of talent for a global technology company. To answer that need, we committed to developing a training academy for technical certifications in Costa Rica.

Over the course of a 15-year partnership, SYKES helped the support engineers’ technical assistance center (TAC) grow from 14 seats to 450+, including more than 24 CCIEs. The technologies supported grew over time from three to almost 20. This resulted in SYKES’ in-house technical training program becoming one of the brand’s top-rated training academies in the Latin America region. It served as a powerful tool for recruiting, developing, and retaining top talent to support the company. Based on its success in Latin America, additional SYKES Tech Academy locations are now open and more are in development.

THE BEST CHOICE FOR SOURCING TECHNICAL ENGINEERS

There are many sources for technical engineers, including both physical and virtual academies— many managed by schools and teachers. The SYKES Tech Academy, however, is managed by engineers who have more than five years of field experience and hold certifications in the subjects they teach.

SYKES Tech Academy graduates know how to configure and troubleshoot. Where a typical technical engineer may experience one or two incidents per year, a student in our academy will experience five or six per day. This is an added dimension for developing qualified technical engineers. Academies run by universities may teach students facts and strategies, but we provide the hands-on experience that results in fast-start capabilities— a must when you need to ramp quickly in your network support efforts.

WHAT A HANDS-OFF APPROACH MEANS TO YOU

The value of an outsourced technical support provider like SYKES Tech Academy lies in the strategy of training our people, managing them as they work on a support team for your customers, continuously developing them and ensuring they are recertified appropriately. The team managers are ITIL certified, bringing an even higher level of expertise to your engineering support team.

The SYKES Tech Academy provides learning and development for tiers 1–4 with certification, including:

  • Associate — Tiers 1 and 2
  • Professional — Two years at tier 3
  • Expert — Tier 4

HOW TO USE THE TECH ACADEMY TO YOUR ADVANTAGE

Over the years, we’ve expanded the SYKES Tech Academy to provide capabilities that serve many clients’ needs, not just those of that first tech partner. The academy has delivered top-notch talent with a 90 percent success rate.

We can customize training modules for specific client needs and develop multiple options for the technical engineers we produce, including:

  • Placement for long-term, on-site positions
  • Creating a network operations center (NOC) offshore to support your networking needs
  • Creating a specialty service desk to support specific accounts or product lines

Sourcing support engineers through the Tech Academy can be as simple as saying: “Provide me with ten engineers and a team lead to support ‘X’ product line, launch, or promotion.”

While the demand for technical engineers is high, SYKES Tech Academy takes the frustration and stress out of securing the talent you need with the necessary experience, capability and certification levels to best serve your customers.

ABOUT SYKES

SYKES is a leading, global digital-marketing and customer-care outsourcer. SYKES provides differentiated, full lifecycle customer-engagement services to Global 2000 companies and their end consumers at key touchpoints. Headquartered in Tampa, Florida, SYKES’ comprehensive suite of solutions addresses the needs of major companies around the world — serving such industries as communications, financial services, technology, healthcare, transportation and leisure, insurance, retail and energy.