IT Support Specialist

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.