We are looking for a highly responsive and detail-oriented IT Support Specialist to provide first-line technical support in our fast-paced call centre environment. The ideal candidate will be proactive, solutions-driven, and comfortable supporting frontline staff under pressure, ensuring minimal downtime across all systems.

This role demands excellent troubleshooting skills, calmness under pressure, and the ability to quickly resolve technical issues that directly impact customer service performance.

• Provide real-time IT support to call centre agents and supervisors.

• Quickly diagnose and resolve issues with desktops, headsets, VoIP systems, softphones, CRM software, and remote tools.

• Monitor call centre systems and ensure uptime and system reliability.

• Support user account setup and maintenance (Windows, Active Directory, CRM, VoIP tools).

• Escalate critical issues to network/system admins or third-party vendors when needed.

• Troubleshoot connectivity issues (Wi-Fi, VPN, LAN) that affect call handling or app performance.

• Assist in rolling out updates, patches, and system maintenance during low-traffic hours.

• Maintain accurate incident logs and documentation for each support interaction.

• Support onboarding and offboarding of staff, including configuring workstations and access levels.

• Train frontline staff on basic IT troubleshooting and system use best practices.