IT Site Support Technician – Call Center

About the role

The IT Site Support Technician ensures the smooth operation of PCs, phones, agent software, and site infrastructure at an assigned call center. The role involves rapid troubleshooting, break‑fix activities, and close collaboration with corporate network, PBX, Windows administration, database, and application teams.

Key responsibilities

• Provide day‑to‑day IT support for the call center, prioritising tickets and tasks.
• Act as the on‑site extension of corporate IT, addressing voice and data infrastructure issues.
• Implement site‑level hardware upgrades, application rollouts, and client‑specific desktop activities.
• Receive and resolve trouble tickets through the TRAKIT ticketing system.

Required profile

• Excellent written and oral English communication skills.
• Experience in a large, fast‑paced call‑center environment using VOIP technology.
• Working knowledge of Active Directory, Group Policy Objects, and software deployment.
• Proactive attitude with a strong sense of urgency for site‑level issues.
• Positive team player with the ability to quickly learn and communicate new technologies.

Required skills

• PC hardware troubleshooting and installation.
• Windows 7 operating system and system registry.
• Active Directory and Group Policy Objects.
• Software deployment tools.
• VOIP technology.
• Network connectivity for data, voice, and Ethernet.
• TRAKIT ticketing system.