IT Support Engineer – BPO / Contact Center

Asiacruit BPO, Inc.; Makati; On-site; PHP 360,000 - 600,000; Full time

Job summary

Asiacruit BPO, Inc. in Makati is seeking an experienced IT Support Engineer to provide hands-on technical support for a fast-paced BPO/contact center. You will troubleshoot Microsoft environments, VoIP systems, and network issues while supporting day-to-day IT operations onsite.

You’ll work nights and handle critical incidents, owning problems through to resolution. Strong problem-solving, English communication, and the ability to work independently are essential for success in this role.

Qualifications

• 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.
• Hands-on experience configuring and troubleshooting Microsoft environments is required.
• Hands-on experience supporting and troubleshooting VoIP, telephony, dialer, softphone, or contact center calling systems is required.

Responsibilities

• 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 across hardware, software, OS, networks, and connectivity.
• 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.
• 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.

Skills

IT support

Troubleshooting

English communication

Independent work

Tools

VoIP systems

Microsoft 365

Active Directory

Group Policy

ITSM tools

Remote support tools

Job description

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.