About Company
ItelBPO is a leading global customer experience (CX) innovator, providing world-class contact center services, leveraging cutting-edge technology and a talented workforce to deliver exceptional results for clients across diverse industries. With a significant and rapidly expanding presence in Jamaica, particularly in the vibrant hub of Montego Bay, ItelBPO is deeply committed to fostering a dynamic, supportive, and inclusive work environment where employees can thrive, learn, and contribute to a globally recognized brand. We champion a culture of innovation, teamwork, and continuous improvement, making us a top employer in the competitive Business Process Outsourcing sector. Our Montego Bay campus is a hub of activity, driving success for both our clients and our dedicated team members.
Job Description
Are you a highly motivated and skilled tech-savvy problem-solver with a passion for helping others? Do you thrive in a fast-paced, dynamic environment where every day brings new challenges and opportunities to make a real impact? ItelBPO in Montego Bay is seeking a dedicated Campus Support Technician for an immediate hire to join our expanding IT team. In this critical role, you will serve as the first and second line of technical support for our employees across our bustling campus, ensuring the seamless operation of essential hardware, software, and network systems. This is more than just a helpdesk position; it’s an opportunity to be at the heart of our operations, directly contributing to the productivity and efficiency of our thousands of employees who serve our global clients. You will be instrumental in maintaining our IT infrastructure, diligently diagnosing and resolving technical issues promptly, and providing exceptional customer service to our internal stakeholders. We’re looking for someone who is proactive, meticulously detail-oriented, and possesses a strong understanding of IT fundamentals, ready to jump in and support a diverse range of technical needs. If you’re eager to grow your IT career with a global leader and contribute to a supportive and engaging campus environment, we encourage you to apply today and become a vital part of our success story!
Key Responsibilities
- Provide first and second-level technical support for hardware, software, and network-related issues to campus employees.
- Diagnose and resolve technical problems efficiently, including issues with desktop PCs, laptops, printers, peripherals, and mobile devices.
- Install, configure, and maintain operating systems (Windows, macOS), applications, and corporate software packages.
- Perform network troubleshooting, including connectivity issues, IP configuration, and basic switch/router diagnostics.
- Manage user accounts, permissions, and access rights in Active Directory and other relevant identity management systems.
- Maintain accurate inventory of IT assets and ensure proper tracking, lifecycle management, and disposal processes.
- Document all support interactions, resolutions, and technical procedures thoroughly in our ticketing system.
- Assist with IT onboarding and offboarding processes, including equipment setup, user profile configuration, and data migration.
- Collaborate effectively with senior IT staff and other departments on larger projects, system upgrades, and infrastructure improvements.
- Educate users on best practices for IT security, data protection, and efficient use of IT resources.
- Respond to urgent support requests and participate in on-call rotations as needed to ensure continuous operational support.
Required Skills
- Proficiency in troubleshooting Windows operating systems (Windows 10/11) and common business applications.
- Strong understanding of hardware components for desktop and laptop computers, including diagnosis and repair.
- Experience with network fundamentals (TCP/IP, DNS, DHCP, Wi-Fi connectivity and troubleshooting).
- Familiarity with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and Microsoft 365 services.
- Experience using IT ticketing systems (e.g., ServiceNow, Jira Service Desk) for incident and request management.
- Excellent problem-solving and analytical skills with an ability to diagnose and resolve complex technical issues.
- Exceptional communication and interpersonal skills, with a strong customer service orientation.
- Ability to work both independently and collaboratively as part of a team in a fast-paced, high-volume environment.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator).
- Experience with Active Directory user and computer object management.
- Knowledge of VoIP systems and basic telephony troubleshooting.
- Prior experience in a Business Process Outsourcing (BPO) or call center environment.
Perks & Benefits
- Competitive salary package commensurate with experience.
- Comprehensive health and wellness benefits for employees.
- Paid time off and holiday benefits to promote work-life balance.
- Extensive opportunities for professional development and career growth within a global company.
- Access to cutting-edge technology and continuous training programs.
- Dynamic, inclusive, and collaborative work environment.
- Engaging employee activities and recognition programs.
- On-site transportation support (where applicable and available).
- Modern, state-of-the-art campus facilities designed for comfort and productivity.
How to Apply
Ready to take the next step in your IT career? If you meet the qualifications and are eager to join a thriving global company in Montego Bay, we encourage you to apply immediately. Please click on the application link below to submit your detailed resume and a compelling cover letter. We thank all applicants for their interest; however, only shortlisted candidates will be contacted for an interview.