Job Description

Job Purpose:
We are seeking a skilled IT Technician to provide hands-on technical support across multiple BPO campaigns.
This role ensures smooth, secure, and reliable IT operations for both on-site and remote users, supporting hardware, software, networks, telephony, and endpoint security.
The ideal candidate thrives in a fast-paced environment, has strong problem-solving skills, and is committed to delivering excellent IT service.
Key Responsibilities:

• Provide day-to-day IT support for Windows OS (7, 10, 11) and Windows Server environments.
• Administer Office 365 / Microsoft 365, Active Directory, DNS, and DHCP.
• Troubleshoot network issues, including LAN, WAN, VPN, firewalls, switches, and routers.
• Support VoIP / telephony systems (e.g., Avaya, 3CX).
• Provide remote support using tools such as TeamViewer, RDP, or equivalent.
• Assist with IT asset management, endpoint security, antivirus, and encryption tools.
• Manage, log, and resolve incidents through ticketing systems (ServiceNow, Jira, Zendesk).
• Follow ITIL service management principles and ensure compliance with IT policies.
• Support rotational shifts, including nights and weekends as required.
• Mentor junior technicians and assist with small IT projects where needed.

Qualifications & Experience

• Diploma or Degree in Information Technology, Computer Science, or related

field.
Relevant certifications preferred:
CompTIA A+, Network+, Microsoft Certified,
ITIL Foundation.

• 2-5+ years' hands-on IT support experience in a BPO or high-demand environment.
• Experience supporting both on-site and remote users.
• Proven experience managing IT infrastructure: hardware, software, networks, and

telephony.
Technical Skills

• Windows OS and Server administration
• Office 365 / Microsoft 365 administration
• Active Directory, DNS, DHCP
• Network troubleshooting (LAN, WAN, VPN, firewalls, switches, routers)
• VoIP / telephony systems (e.g., Avaya, 3CX)
• Remote support tools (TeamViewer, RDP)
• Basic scripting/automation (PowerShell a plus)
• IT asset management and endpoint security tools

Soft Skills

• Strong problem-solving and analytical abilities
• Clear communication with technical and non-technical users
• Ability to prioritize tasks and work under pressure
• Sense of ownership and accountability
• Team player with a customer-focused attitude

Additional Competencies

• Experience with ticketing systems (ServiceNow, Jira, Zendesk)
• Knowledge of ITIL framework and service management principles
• Rotational shift flexibility, including nights and weekends
• Leadership potential to mentor junior staff or manage small projects
• Own reliable transportation

Why Join Us?

• Work in a dynamic BPO environment supporting multiple campaigns and

technologies.

Skills Required