IT Support Specialist

About the role

We are looking for an IT Support Specialist to join our team in Tatu City and provide first‑line technical assistance for our Call Center operations. You will be responsible for ensuring the smooth and efficient running of the call centre’s IT infrastructure through phone, face‑to‑face and office‑based support.

Key responsibilities

• Act as the second 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.
• Ensure the Call Center’s IT environment complies with company security guidelines and investigate escalated support requests.
• Support networking, telecommunication systems, and security services while documenting all user queries and solutions.

Required profile

• Bachelor’s degree in IT, Computer Science, or related field, or 3+ years of equivalent experience.
• Experience supporting IT infrastructure including phones, networks, printers, and desktop systems.
• Familiarity with VDI (AVD preferred), LAN, WLAN, and virtual networking (CCNA or equivalent is a plus).
• Experience with M365, DNS, mail flow and working within an ITIL framework.
• Strong experience configuring and troubleshooting VoIP solutions such as Teams, Genesys, and Polycom.

Required skills

• VDI (AVD)
• LAN/WLAN
• Virtual networking (CCNA)
• M365
• DNS
• ITIL framework
• VoIP (Teams, Genesys, Polycom)