Job Description

We are looking for an IT Support Specialist to join our team in Tatu City to support our Call Center operations In this role, you will be the first point of contact for technical assistance and play a key role in maintaining the smooth and efficient running of the call center’s IT infrastructure.

As an IT Support Specialist, you will provide technical assistance to users and/or business teams through phone support, face-to-face interaction, and office-based troubleshooting. Knowledge of end-user support, telecommunication systems, and infrastructure support is essential to keeping us on the cutting edge.

Responsibilities

• Act as the first line of support for all IT-related inquiries and issues from staff members.

• Install, diagnose, and resolve hardware, software, and network connectivity issues.
• Monitor and maintain endpoints by assessing performance, analyzing logs, and troubleshooting issues.
• Assess potential risks and technical challenges and propose mitigation methods.
• Ensure the Call Center’s IT environment complies with company security guidelines.
• Investigate and resolve escalated support requests from end-users.
• Support IT components such as networking, telecommunication systems, and security services.
• Adhere to operational, configuration, and other policies and procedures as instructed.
• Log and document all user queries, issues, and solutions in line with troubleshooting procedures.
• Provide global support independently and/or in collaboration with the team during respective time zones to ensure continuous follow-the-sun support for Global IT Operations.

Qualifications

• Bachelor’s degree in IT, Computer Science, or a related field, or 3+ years of equivalent job experience.
• Experience supporting IT infrastructure, including phones, networks, printers, and desktop systems.
• Experience operating with VDI (AVD preferred).
• Familiarity with LAN, WLAN, and virtual networking (CCNA or equivalent is a plus).
• Experience with M365, DNS, and mail flow.
• Experience working within an ITIL Framework.
• Strong experience configuring, assessing, and troubleshooting VoIP solutions (Teams, Genesys, Polycom).
• Ability to identify trends and risks and make proactive recommendations.
• Attention to detail, excellent organizational skills, creativity, and out-of-the-box thinking.
• Excellent communication and problem-solving skills and the ability to work under pressure.