IT Specialist

Job Title: IT Specialist - Call Center / BPO

Location: Shamasabad, Rawalpindi

Job Type: Full-Time, On-Site

Joining: Immediate

About Us:

We are a rapidly growing BPO setting up a state-of-the-art call center operation. Our success hinges on robust, seamless technology that empowers our agents and satisfies our international clients. We are looking for a technical expert to build and maintain the backbone of our entire operation.

The Role:

We are seeking a skilled and proactive IT Specialist to take full ownership of our call center's technological infrastructure. This is a hands-on role where you will be responsible for everything from setting up the initial architecture to troubleshooting daily issues. You will be the key person ensuring our systems—especially our cloud telephony and CRM—run smoothly 24/7, directly impacting our productivity and client success.

What You'll Do:

• System Setup & Implementation: Lead the installation, configuration, and integration of all critical call center systems, including:
• Cloud-Based Telephony/VoIP Systems (e.g., Vicidial, Asterisk, Twilio)
• Auto-Dialers (Predictive, Progressive, etc.)
• CRM Software (e.g., HubSpot, Zoho, Salesforce)
• Workstations, Headsets, and Network Infrastructure (LAN/WAN)
• Maintenance & Troubleshooting: Provide first-line technical support to agents and management. Diagnose and resolve hardware, software, and network issues promptly to minimize downtime.
• Security & Compliance: Implement and manage IT security protocols, data protection measures, and access controls to ensure client data confidentiality and system integrity.
• Monitoring & Performance: Continuously monitor system performance, analyze logs, and optimize the IT environment for maximum efficiency and uptime.
• User Management: Create and manage user accounts, permissions, and access rights across all platforms (CRM, Dialer, Workstations).
• Training & Documentation: Develop simple guides and provide basic training to staff on how to use hardware and software effectively. Maintain clear documentation of system configurations and procedures.

What We're Looking For:

• Proven Experience: 2+ years of experience in an IT support or specialist role, preferably within a call center or BPO environment.
• Technical Must-Haves:
• Hands-on experience with VoIP and cloud telephony systems is essential.
• Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Routers/Switches).
• Proficiency in configuring and supporting Windows OS and hardware.
• Experience with integrating CRM systems with dialers and other tools.
• Ability to troubleshoot complex technical problems under pressure.
• Proactive Mindset: A self-starter who can anticipate issues and implement solutions before they affect operations. You are not just a fixer; you are a builder and an optimizer.
• Communication Skills: Ability to explain technical concepts to non-technical users clearly and effectively.
• Availability: Must be an immediate joiner and flexible to provide support as needed.

What We Offer:

• Competitive Salary: A competitive compensation package (can specify a range like PKR 50, ,000 based on experience and expertise).
• Central Role: Be the essential technical expert in a growing company. Your work will be critical and highly visible.
• Hands-On Experience: Gain deep, practical experience with a wide range of call center technologies and architectures.
• Career Growth: Opportunity to grow into a senior IT management role as the company expands.

Ready to Build Our Technology Foundation?

If you are a problem-solver who loves technology and wants to be the key player behind a successful call center operation, we encourage you to apply.

Job Type: Full-time

Pay: Rs50, Rs75,000.00 per month

Experience:

• IT: 2 years (Preferred)

Work Location: In person