IT Support Engineer – BPO / Contact Center Support

Asiacruit BPO, Inc; Metro Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

Asiacruit BPO, Inc is seeking an experienced IT Support Engineer for an onsite night‑shift role in Makati City, Metro Manila. You will provide hands‑on support across Microsoft environments, VoIP systems, and contact center technologies to keep operations running smoothly.

You will diagnose, fix, and document issues, work independently with minimal supervision, and participate in IT projects as needed. Strong English communication and prior BPO IT experience are essential.

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.
• Hands-on experience configuring and troubleshooting Microsoft environments.

Responsibilities

• Provide hands-on IT support for users and contact center operations.
• Configure, maintain, and troubleshoot Microsoft environments, including Windows, M365, AD, and policies.
• Support, configure, maintain, and troubleshoot VoIP, telephony, dialer, softphone, and contact center systems.
• Diagnose and resolve complex technical issues across hardware, software, OS, and networks.
• Troubleshoot LAN, Wi‑Fi, and internet connectivity issues.
• Manage and troubleshoot user accounts, system access, and permissions.
• Troubleshoot call connectivity, audio, headset, agent login, and telephony issues.
• Use ITSM systems to track, document, and resolve issues.
• Provide remote technical support when required.
• Escalate complex issues to specialists when needed.
• Maintain basic technical documentation and IT asset records.
• Support other IT operational requirements and projects as needed.

Skills

IT support

BPO experience

VoIP/telephony

Microsoft environments

Networking

Active Directory

Windows 10/11

Tools

ITSM tools

Remote support tools

Dialer systems

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 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

• Location: PBCOM Tower, 6795 Ayala Avenue corner V.A. Rufino Street, Makati City, Metro Manila

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.