IT Support Engineer (1st & 2nd Line) – BPO / Contact Centre

IT Support Engineer (1st & 2nd Line) – BPO / Contact Centre

Company: JDT Satellite & Solutions Job Type: Full-time Location: 397 Chris Hani Road (Old North Road), Durban Department: Information Technology / Operations Experience Required: Minimum 3–5 years in IT support, preferably within a BPO or contact centre environment

About the Company

JDT Satellite & Solutions is seeking a highly competent, proactive and technically skilled IT Support Engineer to manage and maintain our IT infrastructure and provide comprehensive first-line and second-line technical support across our business operations.

The successful candidate will be responsible for ensuring that all IT systems, networks, servers, workstations, telephony solutions and contact centre technologies operate efficiently, securely and with minimal disruption.

We require a hands-on IT professional who understands the operational demands of a high-performance BPO/contact centre environment, where system availability, connectivity, call quality and rapid incident resolution are critical to business performance.

Key Responsibilities1. First-Line and Second-Line IT Support

• Provide comprehensive first-line and second-line technical support to employees, management and operational teams.
• Diagnose, troubleshoot and resolve hardware, software, operating system, network and connectivity issues.
• Install, configure, maintain and troubleshoot desktop computers, laptops, headsets, printers and other IT equipment.
• Support Windows operating systems, Microsoft 365, Outlook, Teams and business applications.
• Manage user accounts, passwords, access permissions and system configurations.
• Respond promptly to IT incidents to minimise operational downtime.
• Maintain an accurate IT ticketing system, ensuring all incidents are documented, prioritised, tracked and resolved.
• Escalate complex technical incidents to external service providers where necessary, maintaining ownership until resolution.
• Provide technical assistance during new employee onboarding, workstation setup and operational campaign launches.

2. Server Administration and Infrastructure Management

• Monitor, maintain and troubleshoot company servers and associated infrastructure.
• Perform routine server maintenance, updates, patch management and system health checks.
• Administer and support Windows Server environments, Active Directory, DNS, DHCP and Group Policy.
• Monitor server performance, storage capacity, system availability and resource utilisation.
• Manage and verify backup processes, including scheduled restoration testing.
• Support physical and virtualised server environments, including VMware or Hyper-V where applicable.
• Identify potential server failures and implement preventive maintenance measures.
• Maintain server configuration records, administration procedures and disaster recovery documentation.
• Coordinate with external infrastructure providers where specialist technical intervention is required.

3. Network Administration and Connectivity

• Maintain and troubleshoot LAN, WAN, Wi-Fi and internet connectivity.
• Configure and support routers, switches, firewalls and network access points.
• Diagnose network latency, packet loss, bandwidth constraints and connectivity interruptions.
• Monitor network availability and ensure sufficient bandwidth for voice and data operations.
• Support VPN configurations, remote connectivity and secure access.
• Implement appropriate network security controls.
• Liaise with internet service providers and telecommunications vendors to resolve outages.
• Conduct regular network performance checks and identify infrastructure risks.

4. BPO / Contact Centre Systems Support

• Provide technical support for contact centre platforms, including diallers, CRM applications, VoIP systems and cloud-based contact centre solutions.
• Troubleshoot agent login failures, dialler connectivity, call disconnections, audio quality issues and system integration problems.
• Support SIP/VoIP connectivity, softphones, headsets and related telephony equipment.
• Understand the technical requirements of predictive, progressive and preview dialling environments.
• Monitor technical system performance to minimise agent downtime and disruptions to call handling.
• Assist with the technical setup of new campaigns, dialler users and workstations.
• Support integrations between contact centre applications, telephony systems and CRM platforms.
• Coordinate with dialler administrators, telecommunications providers and software vendors to resolve technical incidents.
• Ensure systems remain operational during business-critical calling periods.

5. IT Security, Governance and Compliance

• Implement and maintain appropriate IT security measures to protect business and client information.
• Manage antivirus, endpoint protection, firewalls and security updates.
• Monitor user access and ensure permissions align with approved business requirements.
• Support compliance with the Protection of Personal Information Act (POPIA), applicable client security requirements and internal IT policies.
• Maintain IT asset registers, including equipment allocation, software licensing and hardware inventory.
• Ensure proper user onboarding and offboarding procedures, including timely removal of system access.
• Maintain accurate records of IT incidents, system changes, backups and security-related activities.
• Identify, report and escalate cybersecurity threats and potential data breaches.
• Support business continuity and disaster recovery readiness.

6. Proactive IT Maintenance and Operational Support

• Conduct daily system, server, network and connectivity health checks.
• Identify and address technical risks before they affect business operations.
• Maintain an organised IT environment with appropriate equipment controls and documentation.
• Recommend improvements to IT infrastructure, system performance and operational efficiency.
• Manage relationships with external IT service providers, vendors and telecommunications partners.
• Provide management with regular reporting on IT incidents, system availability, recurring problems and improvement initiatives.
• Support planned system upgrades, infrastructure changes and technology implementations.

Minimum Requirements

Qualifications and Experience

• Diploma or degree in Information Technology, Computer Science, Networking or a related field; alternatively, relevant technical certifications supported by strong practical experience.
• Minimum 3–5 years of relevant hands-on IT support experience.
• Proven experience providing first-line and second-line technical support.
• Practical experience in server administration and network troubleshooting.
• Previous IT experience in a BPO, call centre, telecommunications or similarly demanding operational environment is strongly preferred.
• Demonstrated ability to independently diagnose and resolve technical issues.
• Experience supporting multiple users and business-critical systems.

Essential Technical Skills

• Windows 10/11 and Windows Server administration.
• Active Directory, DNS, DHCP and Group Policy.
• Microsoft 365 administration and troubleshooting.
• LAN/WAN networking, TCP/IP, routers, switches and firewalls.
• Server maintenance, monitoring and backup management.
• Hardware installation, configuration and repairs.
• VPN and remote desktop support.
• Network and internet connectivity troubleshooting.
• VoIP, SIP and contact centre telephony fundamentals.
• IT security, antivirus and endpoint protection.
• IT ticketing systems and incident management.

Highly Advantageous

• Experience with contact centre dialler systems such as VICIdial, Asterisk, Genesys, Five9 or similar platforms.
• Knowledge of predictive dialling systems and outbound sales environments.
• Experience with virtualisation technologies such as VMware or Hyper-V.
• Experience with cloud services and infrastructure.
• Familiarity with CRM integrations and contact centre reporting systems.
• Understanding of ITIL service management principles.

Key Performance Indicators (KPIs)

Performance will be assessed against defined IT service standards, including:

• IT System Availability: Maintain a minimum 99% availability target for IT-managed business-critical systems, excluding approved maintenance and dependencies outside the role's control.
• Incident Response: Acknowledge critical IT incidents within 15 minutes during designated support hours.
• Incident Resolution: Resolve at least 90% of routine first-line incidents within agreed service-level targets.
• Server and Network Maintenance: Complete 100% of scheduled maintenance and daily infrastructure health checks.
• IT Security Compliance: Maintain adherence to approved IT security, access management and data protection procedures.
• Backup Management: Ensure scheduled backups are monitored and failures escalated, with restoration tests completed according to the approved schedule.
• IT Asset Management: Maintain an accurate and updated register of company IT equipment and software assets.
• Operational Downtime: Proactively minimise preventable IT-related downtime affecting contact centre productivity.
• Incident Documentation: Ensure all IT incidents and resolutions are recorded accurately in the designated tracking system.
• Preventive Maintenance: Identify recurring technical problems and implement sustainable corrective actions.

Performance targets will be reviewed against the company's approved service-level agreements and operational requirements.

Required Personal Attributes

• Strong technical troubleshooting and analytical skills.
• Ability to work independently and take full ownership of assigned responsibilities.
• Proactive approach to identifying and preventing IT problems.
• Excellent time management and prioritisation skills.
• Ability to remain calm and effective during critical system failures.
• Strong communication and interpersonal skills.
• High attention to detail and commitment to IT governance.
• Willingness to provide hands-on technical support across all levels of the organisation.
• Professional, reliable and accountable.
• Strong understanding of how IT performance affects contact centre productivity and business results.

Working Conditions

• This is a hands-on operational IT support position.
• The successful candidate must be comfortable working in a fast-paced BPO/contact centre environment.
• On-site technical support will be required.
• Flexibility to assist with urgent IT incidents, planned maintenance and operational system changes may be required, subject to agreed working arrangements.
• The position requires close collaboration with Operations, Management, Dialler Administration and external technical service providers.

How to Apply

Interested candidates should submit an updated CV outlining their relevant IT support experience, technical competencies and previous exposure to contact centre or BPO technology.

Important: Applicants should clearly indicate their practical experience in server administration, network troubleshooting, VoIP/dialler support and first-line/second-line IT support.

JDT Satellite & Solutions is seeking a technically capable individual who can take ownership of IT service delivery and contribute directly to business continuity, operational efficiency and infrastructure reliability.

Pay: R7 000,00 - R12 000,00 per month

Work Location: In person

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