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 Set-Up

- Onsite night-shift role
- Work Arrangement: Fully onsite, night shift
- Schedule: Tuesday to Friday, 10:00 PM to 9:00 AM (Manila Time)
- Working Hours: 40 hours per week
- Contract Type: 6-month project-based contract, with potential for renewal and/or reassignment to another line of business based on performance

Why Join?

Take ownership of IT support for an offshore BPO team supporting international clients. You’ll work hands-on across Microsoft technologies, workstations, networking, and contact center telephony, while gaining broader experience in IT engineering and technical troubleshooting.