About Us
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.
Job Summary
- The Onsite Engineer is responsible for maintaining and supporting the local IT environment, managing
- ticket queues, providing 2nd/3rd line technical support, and ensuring system performance, security, and
- compliance with corporate standards such as SOX, ISO, and PCI. Acting as the key onsite IT contact, the
- role supports day-to-day operations, project implementations, and regional IT initiatives across EMEA
- while delivering high levels of customer service, managing incidents, and ensuring adherence to health,
- safety, and security policies in a fast-paced environment.
Responsibilities
- Effectively manage the Ticket Queue for the respective Country
- Manage and oversee all IT compliance at sites, this should include Anti-Virus, MS Patching, all software
- patching and any official compliance the site(s) adhere to e.g. SOX, ISO, PCI certifications.
- To be the “Eyes and Ears” for IT locally and remotely, manages all IT issues onsite accordingly.
- Support and provide “backup” to other onsite engineers in EMEA when required to deliver projects
- and new business implementations.
- Assist IT Leadership and Regional IT Service Delivery with any bespoke projects such as Asset
- management and Global standardization / remediation tasks.
- Full responsibility for the operational maintenance of systems and services across the local Site IT
- environment, providing day-to-day operational and technical support.
- Receiving escalations from the Service Desk and IT, providing remote 2nd/3rd line technical support
- and assistance for all Foundever technologies located at the site, and w@H as well as client systems if
- approved and granted.
- Ensure formal procedures are followed, SLAs met and high levels of internal/external customer service
- met with timely and appropriate communication
- Identify incident trends and methods of improvement and ensure availability, performance and
- integrity of technology, producing appropriate support
- Adhere to Corporate and IT policy and ensure changes/incident resolutions are in line with policy
- requirements
- Proactively manage and be responsible for all personal Health and Safety issues for the team, ensuring
- a safe working environment for all agents. Adhering to the HR and corporate policies around H&S
- Maybe expected to provide some out-of-hours support to react to major incidents or planned works
- out of normal working hours. Work within a high-pressure environment. Thrive in a fast-paced
- environment undergoing rapid technological and business change. Carry out technical
- diagnosis/analysis.
- The position must take personal responsibility to understand and comply with all company and client
- corporate and security requirements and policies.
- Also ensure the effective management of 3rd party technology providers and their compliance with
- Foundever and Client security policies when working on Foundever systems.
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Qualifications
- Extensive technical support experience. Previous onsite engineering or similar experience would be
- very advantageous (Essential for sole engineering roles).
- Experience in reporting and maintaining documentation to a high standard is required, as is technical
- writing skills.
- ITIL – Experience of working to ITIL principles, preferably certified to at least foundation level. ITIL v3
- preferred, however v2 is also beneficial.
- Security – Experience of migrating / maintaining IT operations in a compliant & auditable state and
- ensuring the IT environment is fit for purpose and supports corporate policies.
Communication: Very strong verbal and written communication skills in native and English language (Mandatory). Must be able to communicate at all levels both internally and externally, including clients & technical teams. Ability to communicate technological terms to the layman is considered essential. Process: Experience of working in a highly standardized process environment across diverse geographies & languages. Understanding & experience of the role of ITIL within IT is an absolute must. Experience of SOX, ISO and PCI standards are welcomed but not essential. Organization: The role requires vision & motivation to be able to be a key interface between the IT function and the operational business, including external clients. To manage ones time, prioritize workload and ensure any updates regarding business changes are always communicated clearly and concisely. Technology: Proven IT skills within a desktop support (2nd level role) is very advantageous, as is experience in a call center environment. Laptop and PC general support experience (Essential) Windows - Active Directory administration (Essential) Windows Operating system (Essential) Managing Anti-Virus clients and Microsoft patches (WSUS) (Preferred) Dell / HP Server hardware (Advantageous) Microsoft Outlook support (Advantageous) Building & imaging Hardware (Preferred) DNS, DHCP management (Advantageous) Windows servers (Beneficial) Working knowledge of WDS / Microsoft SCCM (Advantageous) Internet Proxy (white- and blacklisting) knowledge (Advantageous) Networked printer support (Beneficial) Cisco and Avaya support experience (Advantageous) Knowledge of the call center and BPO business is advantageous
