IT Support Technician; Call Centre​/BPO Environment

IT Support Technician (Call Centre / BPO Environment)

San Fernando, PH

Full-Time

Salary

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry‑leading organization.

We are looking for a hands‑on IT Support Technician to provide Level 1–2 technical support within a fast‑paced call centre/BPO environment. This role is critical to keeping operations running smoothly, with a strong focus on uptime, responsiveness, and end‑user support across onsite and remote teams. If you thrive under pressure, enjoy fixing things before they escalates, and take pride in operational stability—this one’s for you.

This position may require working hours aligned with the United States to ensure seamless communication and collaboration across teams and stakeholders within this time zone. To be considered for this role, you must complete a full application on our company careers page, including all screening questions.

• Provide Level 1–2 IT support to call centre agents and office staff (onsite and remote).
• Troubleshoot and resolve hardware, software, and network issues efficiently.
• Support call centre technologies including softphones, dialers, CRM platforms, and productivity tools.
• Manage user accounts and access via Active Directory, email systems, and permissions.
• Perform workstation setup, deployment, re‑imaging, and replacements for new hires and existing staff.
• Ensure minimal downtime during production hours with rapid response and issue resolution.
• Maintain IT asset registers, licensing records, and technical documentation.
• Conduct routine system checks, updates, and backups as required.
• Adhere to IT security, data protection, and acceptable use policies.
• Provide shift‑based and/or on‑call support aligned with 24/7 operational requirements.
• Escalate unresolved issues to senior IT teams or vendors with clear documentation and troubleshooting notes.

Education & Experience

• Bachelor’s degree or vocational qualification in IT, Computer Science, or a related field (or equivalent practical experience).
• 1–2 years of experience in IT Support, preferably within a call centre or BPO environment.

• Strong Working Knowledge Of:
  • Windows OS (Windows 11)
  • Basic networking (TCP/IP, LAN, WAN, Wi‑Fi)
  • Hardware troubleshooting (PCs, headsets, peripherals)
  • Microsoft 365 / email systems
• Familiarity With:
  • Active Directory (user management, password resets)
  • Ticketing systems
  • VoIP, softphones, and dialer systems (advantageous)
• Basic Understanding Of:
  • Firewalls, switches, and wireless access points

• Must be authorized to work in the country where the job is based.
• Must be willing to submit up to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

• Annual Leave:
  Earn paid time off to rest, recharge, or attend to personal matters.
• Health…