IT Support Engineer

Job Title: IT Support Specialist Department: IT / Technical Support Responsibilities *Respond to IT support requests from employees in the call centre, including troubleshooting hardware and software issues. *Install, configure, and maintain desktop systems, phones, printers, and other IT equipment related to call centre operations. *Manage user accounts, email setup, and permissions for new hires and existing staff. *Support and maintain network infrastructure, including switches, routers, and firewalls as relevant to secure call centre operations. *Provide first-level support for applications used in outbound and inbound call centre processes (CRM, ticketing tools, dialers). *Log and track all service requests, updating tickets and keeping users informed of progress. *Collaborate with vendors and service providers for issue escalation and resolution. *Ensure cybersecurity practices are followed including regular updates, antivirus, and basic security awareness for users. *Assist with technical onboarding for new employees and create documentation for IT-related procedures. *Participate in scheduled after-hours maintenance, if required.  Requirements *Minimum 6-1 year IT support experience, preferably in a call centre/BPO or similar environment. *Diploma/Degree in Computer Science, IT, or related field. *Working knowledge of Windows, basic networking concepts, MS Office, and standard office hardware. *Familiarity with VOIP & dialer systems, Active Directory, Office365, and remote troubleshooting tools. *Methodical, patient, and able to solve problems logically and under pressure.