Job Description

Job Title: Junior IT Support (Call Center Environment)
Location: In-site
Job Type:Full-Time
Job Overview:
We are looking for an experienced and solutions-driven Junior IT Support to join our team. The ideal candidate will have at least 2 years of hands-on IT experience, including specific knowledge of supporting IT operations in a call centre environment. Youll play a critical role in ensuring that our technical infrastructure runs smoothly and that our staff receives prompt and effective support.
Key Responsibilities:

• Provide technical support for desktop systems, software, and hardware used within a call centre.
• Troubleshoot and resolve network, connectivity, VoIP, and system performance issues.
• Install, configure, and maintain call centre technologies, including headsets, softphones, and CRM software.
• Support user account setup, password resets, and system access management.
• Monitor IT systems and respond to incidents according to service level agreements (SLAs).
• Collaborate with vendors and internal teams for escalated support issues.
• Maintain detailed documentation of systems, processes, and support resolutions.
• Assist with IT onboarding and training for new hires.

Requirements:

• Minimum of 2 years of professional experience in IT support or systems administration.
• Proven experience working in a call centre IT department or supporting call centre technologies.
• Strong knowledge of Windows OS, Active Directory, Office 365, VoIP systems, and remote desktop support.
• Experience with help desk ticketing systems (e.g., Zendesk, Jira, ServiceNow).
• Solid understanding of networking concepts, including LAN/WAN, VPN, firewalls, and switches.
• Excellent problem-solving skills and ability to prioritize tasks under pressure.
• Strong communication and customer service skills.

Preferred Qualifications:

• Certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate.
• Experience with cloud-based tools and virtual environments (e.g., Azure, AWS, Citrix).
• Knowledge of call routing, ACD/IVR systems, and CRM integrations.

Skills Required