IT Support Engineer – BPO Contact Center

About Asiacruit

At Asiacruit we connect top talent with forward-thinking organizations across industries. Our mission is to help businesses grow through smart strategic and people-focused solutions. We support companies by providing high-quality Philippine-based talent for both local and global markets.

About the Role

Were looking for an experienced IT Support Engineer to provide hands-on technical support for a BPO/contact center operation.

This is not a basic helpdesk role. Youll be responsible for hands-on configuration technical troubleshooting and day-to-day IT support across Microsoft environments workstations networks and contact center technologies.

A strong background in BPO/contact center IT support is essential particularly experience handling Microsoft configuration and VoIP/telephony systems.

Youll work onsite and independently support day-to-day IT operations helping keep the contact center running smoothly and minimizing technical downtime.

What Youll Do

• Provide hands-on IT support for users and contact center operations.

• Configure maintain and troubleshoot Microsoft environments including Windows Microsoft 365 Active Directory system settings access and policies.

• Support configure maintain and troubleshoot VoIP telephony dialer softphone and other contact center calling systems.

• Diagnose and resolve complex technical issues independently covering hardware software operating systems workstations networks and connectivity.

• Configure and maintain desktops laptops workstations peripherals headsets and other IT equipment.

• Troubleshoot LAN Wi-Fi internet and other network connectivity issues.

• Manage and troubleshoot user accounts system access and permissions.

• Troubleshoot call connectivity audio headset agent login and other telephony-related issues.

• Monitor and respond to technical issues that may affect contact center operations.

• Use ticketing or ITSM systems to track document and resolve technical issues.

• Provide remote technical support when required.

• Identify root causes and take ownership of issues through resolution.

• Escalate complex issues appropriately when specialist support is required.

• Maintain basic technical documentation and IT asset records.

• Support other IT operational requirements and projects as needed.

What Were Looking For

BPO / Contact Center IT Experience Required

• At least 3 years of hands-on IT support / IT engineering experience.

• Strong hands-on IT experience in a BPO contact center or similar high-volume operational environment is required.

• Experience supporting agents workstations contact center operations and business-critical IT systems.

Microsoft Configuration Required

• Hands-on experience configuring and troubleshooting Microsoft environments is required.

• Experience with Windows Microsoft 365/Office 365 Active Directory Group Policy system configuration user environments and related Microsoft technologies.

• Candidates should have actual configuration and troubleshooting experience not only basic user administration password resets or account management.

VoIP / Telephony Required

• Hands-on experience supporting and troubleshooting VoIP telephony dialer softphone or contact center calling systems is required.

• Experience troubleshooting call connectivity audio headset agent login call quality or similar telephony issues.

• Experience with dialer systems integrated with CRM platforms is an advantage.

Technical Troubleshooting

• Strong hands-on troubleshooting skills across hardware software Windows workstations networks and connectivity.

• Able to investigate issues identify root causes and resolve problems independently.

• Comfortable taking ownership of technical issues with minimal supervision.

Other Requirements

• Experience with ticketing or ITSM systems.

• Experience with remote support tools.

• Good to strong English communication skills both written and spoken.

• Strong problem-solving and communication skills.

• Comfortable working independently in a fast-paced operational environment.

• Comfortable working onsite and on a night-shift schedule.

Working Schedule

This is an onsite night-shift role Tuesday to Friday from 10:00 PM to 9:00 AM with 40 working hours per week.

Why Join

This is an opportunity to take ownership of IT support for a BPO/contact center environment working hands-on across Microsoft technologies workstations networking and contact center telephony while developing broader IT engineering experience.