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IT Assistant

Hanover / St. James / Westmoreland
Not disclosed
Permanent full-time
Updated 24/04/2025

IT Assistant
Location: Montego Bay, Jamaica (On-site)

Job Summary:We are seeking an experienced IT Assistant, who will provide essential technical support to maintain the efficiency and reliability of our call center’s IT systems. The incumbent will work closely with the IT team to troubleshoot issues, manage hardware and software, and ensure a secure and productive work environment.

Key Responsibilities:

Provide first-level technical support for hardware, software, and network issues to call center staff.
Install, configure, and maintain workstations, laptops, and peripherals (e.g., headsets, monitors).
Assist in managing and troubleshooting VoIP phone systems and call center software.
Monitor and maintain network connectivity, ensuring minimal downtime.
Perform routine system updates, patches, and backups to ensure security and performance.
Document IT issues, resolutions, and procedures in a clear and organized manner.
Assist with user account setup and access management in Active Directory or similar systems.
Support the deployment and configuration of call center applications and tools.
Collaborate with the IT team to implement new technologies and system upgrades.
Ensure compliance with data security and privacy policies.

Qualifications & Skills:

Associate or Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
2 years of experience in IT support, preferably in a call center or BPO environment.
Familiarity with Windows OS, Microsoft Office, and basic networking (TCP/IP, DNS, DHCP).
Knowledge of VoIP systems and call center software is a plus.
Strong problem-solving skills and ability to work under pressure.
Excellent communication and customer service skills.
Ability to work flexible hours, including evenings, weekends and holidays.

What We Offer:

Competitive salary
Supportive team environment
Opportunities for career growth and development
Comprehensive training and continuous learning
Free Round-Trip Transportation from Downtown
Paid Training
Health And Life Insurance Eligibility (After 120 Days)

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Answer these quick questions

If a customer reports an issue that you don’t immediately have an answer for, what would you do?

Why is accuracy important in chat and email support, and how do you ensure your responses are error-free?

A customer is angry and demanding a refund, but company policy does not allow refunds for their situation. How would you handle this?

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What is your current typing speed (WPM) with accuracy?

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Have you used Zendesk or a similar customer service platform for managing customer interactions?

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In a high-volume support environment, how many chat conversations do you feel comfortable handling at the same time?

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Are you able to work in a fast-paced environment with flexible shifts, including evenings, weekends, and holidays if required?

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How many years of experience do you have in customer service, specifically handling chat and email support?

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