IT Support Technician (call Centre / BPO Environment)

IT SUPPORT TECHNICIAN

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 escalate, and take pride in operational stability—this one's for you.

This position may require working hours aligned with the United States, ensuring 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.

Key Responsibilities

• 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' experience in IT Support, preferably within a call centre or BPO environment.

Technical Skills

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

Conditions of Employment

• Must be authorized to work in the country where the job is based.
• Subject to the program and location of the position, 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.

Compensation Details

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.

What You Can Expect from MCI: We understand the importance of balance and support, which is why we offer a variety of benefits that go beyond salary. Our team members enjoy:

• Annual Leave: Earn paid time off to rest, recharge, or attend to personal matters.
• Health Benefits: After probation, employees qualify for Medical Insurance. This gives you access to general practitioners, chronic medication, basic dental and optical care, as well as emergency services, ensuring essential healthcare support and peace of mind.
• Career Growth: We prioritize internal promotions and offer clear pathways for advancement across departments.
• Paid Training: Gain valuable skills and knowledge while earning a salary.
• Positive Work Environment: Join a collaborative, team-oriented culture that values engagement and support.
• Casual Dress Code: Enjoy a relaxed dress policy that lets you work comfortably.

Compensation & Benefits that Fit Your Life MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

Physical Requirements

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

Diversity and Equality

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

About MCI (Parent Company)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time.