IT Administrator - BPO / Contact Center Support

About Asiacruit

At Asiacruit, we connect top talent with forward-thinking organizations across industries. Our mission is to help businesses grow through smart, strategic, and people-focused solutions. We support companies by providing high-quality Philippine-based talent for both local and global markets. If you are analytical, collaborative, and committed to enabling business growth, we invite you to apply.

Position Overview

We’re looking for an IT Administrator to provide hands-on technical support for an outbound calling team.

In this role, you’ll be responsible for keeping the team’s IT environment running smoothly — from workstations and network connectivity to user access and calling systems. You’ll work closely with users to troubleshoot technical issues, minimize downtime, and ensure the team has the technical support they need to operate effectively.

This is an onsite, night-shift role in a fast-paced environment, making it a great opportunity for an IT professional who enjoys hands-on troubleshooting and supporting users directly.

Key Responsibilities

Service Desk & Technical Support

• Provide first-level technical support to employees through email, chat, phone, and ticketing systems.

• Respond to and resolve incidents involving computers, laptops, printers, mobile devices, applications, and peripherals.

• Diagnose and troubleshoot basic hardware, software, operating system, and connectivity issues.

• Guide users through technical solutions in a clear, professional, and customer-focused manner.

• Record, update, prioritize, and close support tickets in accordance with service level agreements.

User Account & Access Administration

• Create, modify, disable, and maintain user accounts and access permissions based on approved requests.

• Support password resets, multi-factor authentication, account lockouts, and basic identity management tasks.

• Assist with user onboarding and offboarding, including equipment assignment and access provisioning.

• Follow established security procedures and access control policies.

IT Infrastructure & Endpoint Administration

• Install, configure, update, and maintain workstations, laptops, printers, and other IT equipment.

• Perform basic administration of Windows operating systems, Microsoft 365 applications, and endpoint management tools.

• Monitor basic network and system alerts and escalate potential issues to the appropriate IT team.

• Assist with software deployment, patching, antivirus monitoring, and endpoint security activities.

• Maintain accurate records of IT assets, equipment assignments, licenses, and support activities.

Documentation & Escalation

• Document troubleshooting steps, resolutions, configurations, and recurring technical issues.

• Maintain and update IT knowledge base articles, user guides, and standard operating procedures.

• Identify recurring incidents and recommend improvements to reduce future support requests.

• Escalate unresolved or complex issues to L2 support, infrastructure teams, security teams, or external vendors.

• Follow up on escalated incidents and communicate status updates to users and relevant stakeholders.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.

• At least 1-3 years experience in help desk support, IT support, technical support, system administration, or a similar role is preferred.

• Previous experience in a BPO, contact center, call center, or similar fast-paced

  environment is highly preferred.

• Hands-on experience supporting dialer systems, VoIP, telephony, or outbound calling platforms is a strong advantage.

• Foundational knowledge of Windows operating systems, Microsoft 365, computer hardware, software applications, and basic networking.

• Experience using IT service management or ticketing systems.

• Basic understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPNs, and network troubleshooting.

• Familiarity with user account administration, endpoint security, asset management, and access control procedures.

• Strong analytical, troubleshooting, organization, and problem-solving skills.

• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to nontechnical users.

• Strong customer service orientation and a professional approach to handling support requests.

• Ability to manage multiple priorities, follow procedures, and work effectively in a team environment.

• Relevant certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft certifications are an advantage.

• Professional working proficiency in English.

• Comfortable working onsite and on a night shift.
  

Working Schedule

This is an onsite night-shift role, Tuesday to Friday, from 10:00 PM to 9:00 AM, with 40 working hours per week. Covering the overnight operating hours of the outbound calling team. The schedule is structured across four working days to provide consistent IT support throughout the team's operations.

Why Join

• Develop practical experience in IT service desk support, endpoint administration, and user account management.

• Work with a collaborative and international organization supporting business operations.

• Build a strong foundation in IT infrastructure, cybersecurity, cloud productivity tools, and service management.

• Gain exposure to a broad range of technologies, systems, and technical support scenarios.

• Opportunity to grow into advanced IT support, systems administration, infrastructure, or cybersecurity roles.