Call Center Technician - IT

Americana Restaurants; Sharjah; On-site; AED 60,000 - 80,000; Full time

Job summary

A leading company in the food and beverage sector is seeking an IT Technical Support professional to enhance call center operations. The role involves providing comprehensive technical support, managing user access, and ensuring system performance. Ideal candidates will have experience in IT support, strong problem-solving skills, and the ability to work in a fast-paced environment. This position offers opportunities for continuous learning and development within a collaborative team.

Qualifications

• 1-3 years experience in IT support or technical helpdesk roles preferred.
• Strong knowledge of Windows OS and basic networking.

Responsibilities

• Provide first-line technical support to call center staff.
• Monitor call center systems for consistent access to required tools.
• Troubleshoot and resolve network connectivity issues.

Skills

Communication

Problem Solving

Time Management

Education

CompTIA A+

Microsoft Certified IT Professional

Tools

VoIP systems

CRM platforms

Windows OS

Job description

Role Purpose

We are seeking an IT Technical Support professional to provide technical support to our call center operations. The individual will be responsible for maintaining the performance of computer systems, diagnosing and troubleshooting system issues, and supporting end-users to ensure smooth day-to-day operations of the call center.

Key Responsibilities:

• Respond to CC Team’s inquiries and provide technical support via phone, email, and chat promptly and in a professional manner.
• Provide first-line technical support to call center staff, addressing hardware, software, network, and telephony issues, and escalate the complex issues to a higher level of support or vendors when necessary.
• Responsible for creating, editing, and managing user credentials for all call center staff using systems such as Active Directory, CRM, and internal access management tools, ensuring secure and compliant user access across all platforms according to the internal process of auditing.
• Monitor call center systems and ensure all agents have consistent access to required tools and platforms (CRM, order systems, etc.).
• Delivers end-to-end desktop support by researching, diagnosing, documenting, and resolving all technical issues related to software and hardware problems to ensure uninterrupted operations and high user satisfaction."
• Install, configure, and maintain workstations, headsets, VoIP systems, and other peripheral devices.
• Coordinate with the IT infrastructure team for the system updates, backups, and security patches.
• Troubleshoot and resolve all network connectivity issues, including LAN, WAN, internet connectivity, wireless networks, remote access, etc.
• Handles all aspects of voice systems support within the call center, including the troubleshooting and resolution of issues related to AVAYA systems and cloud-based telephony solutions, ensuring reliable communication and uninterrupted service delivery.
• Collaborate with the CRM application team to resolve system issues from the backend and support testing/deployment of new features or configurations based on business requirements.
• Collaborate with the Restaurant Technology (RT) team to address and resolve issues related to menu/item issues to ensure accurate and up-to-date data across all ordering platforms.
• Liaises with the Restaurant Technology (RT) team to communicate and resolve store-related technical issues promptly, ensuring minimal disruption to operations and delivery service.
• Identifying and raising all the technical issues related to the digital assets, such as the website, mobile app, and aggregators, working with the Digital team, and following up with them until final resolution.
• Maintain detailed records of “Reported issues” including “Resolution status” using Tracking modules, Service desk system, and Outage trackers to ensure accurate documentation and efficient follow-up.
• Works closely with the QA team to validate newly created items and promotional campaigns, ensuring accuracy, functionality, and the correct price across all digital platforms before launch.
• Provides comprehensive support to the IT Section Head by assisting with all assigned tasks within the call center, including on-floor technical support and implementation assistance for the new projects/initiatives.
• Executing the assigned tasks related to asset inventory management and equipment scrapping within the call center, ensuring accurate record-keeping.
• Guide clients through step-by-step solutions clearly and concisely, ensuring their understanding and satisfaction.
• Adhere to all IT policies and guidelines, including data privacy and security protocols.

Requirements:

• Good experience in IT support or technical helpdesk roles (1–3 years preferred).
• Strong knowledge of Windows OS, basic networking, and remote desktop tools.
• Experienced in supporting call center technologies, including VoIP systems and CRM platforms.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus.
• A commitment to continuous learning and self-improvement in the field of technology support.
• Ability to work independently as well as collaboratively within a team environment.
• Ability to work in a fast-paced and high-pressure environment and manage multitasking effectively.
• Excellent in communication and problem-solving skills.
• Strong time management skills with the ability to prioritize tasks and meet deadlines.
• Availability to work in flexible schedules, including evenings, weekends, and official holidays as required, in addition to supporting “planned activities” and “unplanned downtime/outage of systems” out of working hours.
• Stay up to date with the latest technological trends and updates to provide accurate and effective technical support.

Preferred Skills:

• Familiarity with food and beverage operations, home delivery logistics, and e-commerce platforms.
• Excellent verbal and written communication skills, with the ability to communicate technical information to non-technical users clearly and concisely.
• Strong problem-solving and analytical skills to identify and resolve technical issues efficiently.
• Experienced in supporting remote/hybrid work environments.
• Able to develop and implement innovative technical solutions to enhance system efficiency and improve user experience.