IT Support Engineer

5 days ago

Karachi, Sindh, Pakistan Mac Care Full time $104,000 - $130,878 per year

Job Summary:

We are looking for a skilled System Support Engineer to manage, maintain, and enhance the IT infrastructure and business-critical applications used in our BPO operations. The ideal candidate will have 2–3 years of relevant experience in the BPO industry, with strong troubleshooting skills and the ability to support both end-users and backend systems to ensure operational efficiency.

Key Responsibilities:

  • System Configuration & Application Support: Set up, deploy, and maintain systems and BPO applications including CRMs, dialers, ticketing tools, and other platforms.
  • Technical Troubleshooting: Act as the first line of defense for IT-related issues—diagnosing and resolving software, hardware, or connectivity problems affecting systems.
  • Operations Support: Collaborate with operations teams to ensure seamless workflow integration, automation, and minimal downtime.
  • Maintenance & Monitoring: Monitor system performance and proactively address hardware, software, or network issues.
  • Training & Documentation: Provide user training and develop system documentation, SOPs, and support materials.
  • Vendor Coordination: Liaise with IT vendors, service providers, and internal stakeholders to ensure reliability and compliance.
  • Security & Compliance: Uphold IT security best practices and ensure systems comply with organizational and regulatory standards.
  • Continuous Improvement: Analyze trends and provide recommendations for improving system performance and reliability.

Technical Skills:

  • Hands-on experience with BPO systems like Five9, Avaya, Genesys, or similar.
  • Proficiency in CRM/ERP administration and troubleshooting.
  • Foundational knowledge of networking, cloud platforms, and cybersecurity.
  • Troubleshooting skills for Windows, VoIP, and telephony systems.

Soft Skills:

  • Strong analytical and problem-solving abilities.
  • Excellent communication and collaboration skills.
  • Ability to work effectively in a high-pressure BPO environment.

Preferred Qualifications:

  • Exposure to cloud-based contact center platforms and automation tools.
  • Familiarity with AI-driven tools and solutions in the BPO domain.
  • Certifications such as ITIL, CCNA, or related credentials.

Requirements:

  • Education: Bachelor's degree in IT, Computer Science, or a related discipline.
  • Experience: 2–3 years in IT systems and application support, preferably in the BPO sector.

Experience: 2-3 Years

Industry: BPO / Call Center

Timings: 6pm to 3am PKST

Job Type: Full-time

Work Location: In person

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