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

We’re 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. You’ll 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.

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

What You’ll 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 We’re 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.