Job Role

• Provide first-line IT support to call center agents and office staff, both on-site and remotely.
• Troubleshoot hardware, software, network connectivity, and basic system-related issues.
• Diagnose basic DNS and network issues using tools such as ping, tracert, ipconfig, and nslookup.
• Create, modify, and disable user accounts in Active Directory, including password resets and group management.
• Install and configure Windows 10/11 workstations and connect devices to the company domain.
• Set up and maintain agent workstations, headsets, peripherals, and softphones.
• Provide basic support for PBX/VoIP systems, SIP extensions, and softphones when required.
• Log, monitor, and resolve IT support tickets within defined SLAs and escalate complex issues to Tier 2.
• Support employee onboarding and offboarding by managing user accounts, equipment, and system access.
• Maintain documentation of common technical issues, troubleshooting steps, and solutions.
• Ensure call center IT systems and workstations remain operational in a fast-paced, high-availability environment.

Job Requirements

• Minimum 4-5 year of experience in IT Support, Helpdesk, Technical Support, or a similar role.
• Previous experience working in a call center environment is required/preferred.
• Good understanding of basic networking concepts, including IP addressing, DHCP, gateways, and subnets.
• Hands-on experience with Windows operating systems and Windows command-line tools.
• Working knowledge of DNS and basic network troubleshooting.
• Experience installing Windows and joining computers to a domain.
• Experience setting up and troubleshooting workstations, headsets, peripherals, and softphones.
• Good knowledge of IT ticketing systems and SLA-based support.
• Basic knowledge of PBX/VoIP, FreePBX, Asterisk, SIP extensions, or softphones.
• Familiarity with Microsoft 365 or Google Workspace administration.
• Experience with endpoint security tools such as ESET.
• Experience supporting a large number of users or workstations in a call center environment.