Senior IT Specialist

OverseasVA BPO; Mandaue; On-site; PHP 335,000 - 446,000; Full time

Job summary

OverseasVA BPO in Mandaue is seeking a Senior IT Support Specialist to lead advanced technical support for call center operations, mentor junior staff, and ensure optimal performance of IT systems.

You will manage incident response, document procedures, and collaborate with cross-functional teams to improve user experience and system performance while upholding SLAs.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field; relevant certifications (e.g., CompTIA A+, Microsoft Certified, ITIL) are a plus.
• Minimum of 5 years of IT support experience, with at least 2 years in a call center environment.

Responsibilities

• Provide expert-level troubleshooting and support for hardware, software, and network issues, particularly those affecting call center operations.
• Manage and support the technology solutions used in the call center environment, including dialers, CRM systems, and communication tools.
• Monitor, prioritize, and resolve incidents in a timely manner according to SLAs.
• Create and maintain comprehensive documentation for troubleshooting procedures, system configurations, and user guides.
• Train and mentor junior IT support staff, helping them develop their technical skills and customer service capabilities.
• Oversee routine maintenance tasks, including updates, patches, and backups for call center technologies and other IT systems.
• Work closely with other IT team members and departments to integrate new technologies and enhance existing systems.
• Analyze system performance metrics and provide recommendations for improvements to enhance efficiency and user satisfaction.
• Act as the point of contact for escalated support issues and work with vendors to resolve complex problems.
• Participate in IT projects related to call center upgrades, new implementations, and other strategic initiatives.

Skills

Hardware & software

Troubleshooting

Customer service

System maintenance

Education

Bachelor's degree in IT/CS

Certifications (e.g., CompTIA A+, ITIL)

Tools

ACD systems

IVR systems

CRM software

VoIP

Job description

Job Title: Senior IT Specialist

Location: Oakridge, Mandaue

Pay: ₱30,000.00 - ₱40,000.00 per month

Job Summary:

We are seeking a highly skilled and experienced Senior IT Support Specialist to join our dynamic IT team. The ideal candidate will have a strong background in providing technical support within call centers, excellent problem-solving skills, and the ability to manage and mentor junior support staff. This role involves ensuring optimal performance of our IT systems, providing exceptional customer service, and maintaining a strong focus on improving the user experience.

Key Responsibilities:

• Technical Support: Provide expert-level troubleshooting and support for hardware, software, and network issues, particularly those affecting call center operations.
• Call Center Solutions: Manage and support the technology solutions used in the call center environment, including dialers, CRM systems, and communication tools.
• Incident Management: Monitor, prioritize, and resolve incidents in a timely manner according to service level agreements (SLAs).
• Documentation: Create and maintain comprehensive documentation for troubleshooting procedures, system configurations, and user guides.
• Training & Mentorship: Train and mentor junior IT support staff, helping them develop their technical skills and customer service capabilities.
• System Maintenance: Oversee routine maintenance tasks, including updates, patches, and backups for call center technologies and other IT systems.
• Collaboration: Work closely with other IT team members and departments to integrate new technologies and enhance existing systems.
• Performance Monitoring: Analyze system performance metrics and provide recommendations for improvements to enhance efficiency and user satisfaction.
• Escalation Management: Act as the point of contact for escalated support issues and work with vendors to resolve complex problems.
• Project Involvement: Participate in IT projects related to call center upgrades, new implementations, and other strategic initiatives.

Qualifications:

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field; relevant certifications (e.g., CompTIA A+, Microsoft Certified, ITIL) are a plus.
• Experience: Minimum of 5 years of IT support experience, with at least 2 years in a call center environment.

Technical Skills:

• Proficient in diagnosing and resolving hardware and software issues across various operating systems (Windows, Linux, macOS).
• Familiarity with call center technologies such as Automatic Call Distributors (ACDs), Interactive Voice Response (IVR) systems, CRM software, and VoIP solutions.
• Knowledge of networking principles, including TCP/IP, DNS, and DHCP.

Soft Skills:

• Strong customer service orientation and the ability to communicate technical information to non-technical users effectively.
• Excellent organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Proven problem-solving abilities and a proactive approach to identifying issues and implementing solutions.
• Strong interpersonal skills with the ability to work collaboratively in a team environment.