Call Center IT Technician

About the role

We are looking for a Call Center IT Technician to provide fast, effective technical support to our call‑center staff. You will maintain hardware, software and network infrastructure, ensuring smooth operations for both inbound and outbound campaigns.

Key responsibilities

• Deliver timely technical assistance for hardware, software and network issues.
• Install, configure and maintain computers, telephony equipment, thin‑client devices and peripherals.
• Monitor system performance, troubleshoot connectivity problems and minimise downtime.
• Onboard new agents, manage credential lockouts and password resets.
• Maintain headset and equipment inventory, and set up import/export of calling tables for outbound campaigns.
• Collaborate with the IT team on upgrades and infrastructure improvements.
• Implement security protocols, perform regular backups and ensure data integrity.
• Document issues and resolutions, and administer ACD system configuration.
• Assist in training call‑center staff on new technologies.

Required profile

• High school diploma or equivalent.
• Experience with telephony systems and call‑center software.
• Prior experience as an IT Technician, preferably in a call‑center environment.
• Strong critical‑thinking and problem‑solving abilities.
• Excellent communication skills for explaining technical concepts to non‑technical users.
• Ability to work independently and as part of a team in a fast‑paced setting.

Required skills

• Computer hardware
• Software applications
• Network systems
• Telephony systems
• Call‑center software
• Thin‑client equipment
• ACD system configuration

What we offer

• Medical, dental, vision and life insurance
• Flexible Spending Accounts (medical and dependent care)
• 401(k) plan with company match
• Generous paid time off and 10.5 paid holidays
• Career development opportunities