IT Specialist

We are seeking a proactive and technically skilled IT Specialist to support and maintain the technology infrastructure of our fast-paced organization. This role is critical in ensuring smooth operations, minimizing downtime, and providing technical support to agents and staff. The ideal candidate will have experience in call center systems, strong troubleshooting skills, and a customer-focused mindset.

Key Responsibilities:

• Provide technical support for hardware, software, and network issues across the call center.
• Maintain and troubleshoot VoIP systems , call routing platforms, and CRM tools.
• Monitor system performance and ensure uptime and reliability of call center technologies.
• Install, configure, and update workstations, headsets, and peripherals .
• Manage user accounts , permissions, and access controls in accordance with company policies.
• Collaborate with vendors and service providers to resolve escalated issues.
• Document technical procedures, incidents, and resolutions.
• Support onboarding and offboarding of organization staff from a technical standpoint.
• Assist in IT projects , including upgrades, migrations, and system implementations.
• Ensure compliance with data security and privacy standards .

Qualifications:

• Associate or Bachelor’s degree in Information Technology , Computer Science, or related field.
• 2+ years of experience in IT support, preferably in a call center or customer service environment .
• Proficiency in Windows OS , Office 365, and remote desktop tools.
• Experience with VoIP systems , call center software (e.g., Genesys, Five9, Avaya), and ticketing systems.
• Strong knowledge of networking fundamentals (TCP/IP, DNS, DHCP).
• Excellent problem-solving and communication skills.
• Ability to work independently and manage multiple priorities.
• Certifications such as CompTIA A+ , Network+ , or CCNA are a plus.

Working Conditions:

• On-site role
• May require after-hours or weekend support during system upgrades or outages.
• Fast-paced, high-volume environment with frequent interaction with end users.