IT Help DeskAppleOne

AppleOne, a division of the Act-1 Group, is proud to present:

Job Summary

We are seeking an IT Help Desk professional for a direct hire opportunity in San Juan, PR, supporting contact center technology within the telecommunications services industry. This role is ideal for an early-career technical support candidate who wants hands-on experience with cloud-based contact center platforms, telephony systems, user access management, and service ticket resolution.

This opportunity offers a collaborative and service-focused technical support environment where teamwork, reliability, and clear communication are valued. You will work with experienced technical teams, strengthen your Level 1 and Level 2 troubleshooting skills, and support systems that are critical to daily contact center operations. The role provides a strong foundation for career growth in IT support, telecommunications support, cloud contact center technology, and desktop service support.

Key Responsibilities

- Provide Level 1 and Level 2 technical support for contact center platforms, users, and related systems.
- Manage user accounts, permissions, access changes, call routing, queues, scripts, and workflows.
- Troubleshoot platform issues, telephony concerns, carrier-related matters, SIP, DIDs, and service disruptions.
- Monitor systems, document issues, update tickets, and communicate resolution status clearly.
- Support SLA compliance by prioritizing incidents, escalating issues appropriately, and following established procedures.
- Partner with internal teams to improve documentation, service quality, and overall support effectiveness.

Compensation and Benefits

- Compensation: $15.25 per hour.
- Job Type: Direct hire.
- Location: San Juan, PR.