[Hiring] IT Agent @MCI Careers

Role Description

We are looking for a reliable and customer-focused IT Agent to join our team and provide first-line technical support in a fast-paced BPO environment. In this role, you will assist users with a range of technical concerns, troubleshoot problems and ensure that queries are resolved efficiently while delivering a professional support experience. The ideal candidate is technically minded, patient and able to communicate clearly with users of varying levels of technical knowledge.

Start Date: 26th August 2026

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Qualifications

• Grade 12 / National Senior Certificate (or equivalent).
• 1 year of experience in IT support, helpdesk, technical support, or a similar role preferred.
• Basic understanding of computer hardware, software, operating systems, and network connectivity.
• Experience troubleshooting common technical issues.
• Experience with ticketing or service desk systems is advantageous.
• Previous BPO, contact centre, or customer service experience is advantageous.
• Fluent in English, both written and verbal.
• Strong communication and customer service skills.
• Comfortable working in a fast-paced, target-driven environment.
• Willingness to work shifts, including weekends or public holidays, where required.

Requirements

• Provide first-line technical support for hardware, software, systems, and connectivity-related issues.
• Respond to IT support requests via phone, email, chat, or ticketing systems.
• Troubleshoot and resolve common technical issues efficiently and professionally.
• Log, document, and track support requests through the appropriate ticketing system.
• Escalate complex or unresolved technical issues to the appropriate IT support team.
• Assist with password resets, account access, software issues, and basic system configuration.
• Support users with basic connectivity, workstation, printer, and peripheral issues.
• Follow established IT processes, procedures, and security protocols.
• Maintain accurate documentation of technical issues and resolutions.
• Provide clear guidance to users and ensure a positive support experience.
• Meet required service levels, productivity targets, and quality standards.

Company Description

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.

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.