IT Technical Support
E-Solutions
Job Description: IT & Contact Center Technical Support Specialist
Position Title: IT & Contact Center Technical Support Specialist
Location: Troy , MI (ONSITE)
Overview
We are seeking a highly skilled IT Support Specialist with strong experience in Contact Center environments . The ideal candidate should have solid technical knowledge, the ability to troubleshoot complex issues, and excellent communication skills to support end-users, agents, and operational teams.
Key Responsibilities
Position Title: IT & Contact Center Technical Support Specialist
Location: Troy , MI (ONSITE)
Overview
We are seeking a highly skilled IT Support Specialist with strong experience in Contact Center environments . The ideal candidate should have solid technical knowledge, the ability to troubleshoot complex issues, and excellent communication skills to support end-users, agents, and operational teams.
Key Responsibilities
- Provide technical support for contact center tools, systems, and applications.
- Troubleshoot issues related to softphones, VoIP, CRM tools, ACD, IVR, call routing, and network connectivity .
- Support contact center agents with system access, login issues, hardware/software troubleshooting, and performance concerns.
- Collaborate with IT teams to maintain and improve contact center systems and workflows.
- Monitor system performance and escalate issues to the appropriate technical teams when required.
- Manage tickets through platforms such as ServiceNow, Jira, Zendesk, or Freshdesk .
- Provide clear, professional communication with users across technical and non-technical backgrounds.
- Document troubleshooting steps, solutions, and SOPs for internal knowledge base.
- Assist with onboarding/offboarding by setting up accounts, permissions, and devices.
- Support Windows, macOS, network basics , and conferencing/AV tools.
- 2-5+ years of experience in IT Support , Technical Support , or Help Desk roles.
- Experience working in a Contact Center / BPO environment is preferred.
- Strong knowledge of:
- Windows 10/11, macOS
- Active Directory / Microsoft Entra ID (Azure AD)
- VoIP systems (e.g., Avaya, Five9, Genesys, RingCentral, NICE)
- Basic networking: DNS, DHCP, LAN/WAN, VPN
- Excellent communication and problem-solving skills.
- Ability to work in high-pressure, fast-paced environments.
- Strong documentation and customer service mindset.
- Experience with Intune, MDM, MFA , and security tools.
- ITIL foundation or relevant certifications (CompTIA A+, Network+, CCNA).
- Experience supporting remote employees.
- Opportunity to work on advanced contact center technologies.
- Growth and learning in both technical and communication-based roles.
- Supportive team with career development opportunities.
Vacancy posted 3 days ago
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