IT Support Specialist

Há 1 mês

Lisboa, Lisboa, Portugal Sitel Tempo inteiro

Job Title: IT Support Specialist - Onsite Engineer


Job Summary:


Foundever is seeking an IT Support Specialist - Onsite Engineer to join our team in Lisbon, Portugal. As an Onsite Engineer, you will be responsible for providing technical support and maintenance services to our clients on-site.


Key Responsibilities:



  • Provide technical support and maintenance services to clients on-site
  • Manage and oversee all IT compliance at site, ensuring anti-virus, MS patching, and software patching are up-to-date
  • Manage the ticket queue for the respective country and provide remote 2nd/3rd-line technical support
  • Support and provide backup to other onsite engineers in EMEA when required
  • Assist IT leadership and regional IT service delivery with bespoke projects such as asset management and global standardization/remediation tasks
  • Ensure formal procedures are followed, SLAs are met, and high levels of internal/external customer service are met with timely and appropriate communication
  • Identify incident trends and methods of improvement and ensure availability, performance, and integrity of technology
  • 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
  • Provide some out-of-hours support to react to major incidents or planned works outside of normal working hours

Requirements:



  • English and Portuguese advanced level
  • Communication: Very strong verbal and written communication skills in native and English language
  • Process: Experience of working in a highly standardized process environment across diverse geographies and languages
  • Organization: The role requires the vision and motivation to be able to be a key interface between the IT function and the operational business
  • Technology: Proven IT skills within a desktop support (2nd level role) is very advantageous
  • Laptop and PC general support experience (Essential)
  • Windows - Active Directory administration (Essential)
  • Windows 10 operating system (Essential)
  • Managing Anti-Virus clients and Microsoft patches (WSUS) (Preferred)
  • Dell/HP Server hardware (Advantageous)
  • Microsoft Outlook support (Advantageous)
  • Building and imaging hardware (Preferred)
  • DNS, DHCP management (Advantageous)
  • Windows server 2012/2016 (Beneficial)
  • Working knowledge of WDS/Microsoft SCCM (Advantageous)
  • Internet Proxy (white and black listing) knowledge (Advantageous)
  • Networked printer support (Beneficial)
  • Cisco and Avaya support experience (Advantageous)
  • Must hold EU citizenship or valid work permit for Portugal
  • Be a local candidate or willing to relocate to sunny Lisbon, Portugal (work on-site)

Knowledge/Abilities:



  • This role will suit someone who has extensive technical support experience
  • Knowledge of the call center and BPO business is advantageous
  • Administrative work is also required to ensure process documentation and asset management requirements are met
  • ITIL - Experience of working to ITIL principles, preferably certified to at least foundation level
  • Security - Experience of migrating/maintaining IT operations in a compliant and auditable state

Education and Experience:



  • High school diploma, vocational school certification, or college degree (completed or in progress)
  • Basic IT certifications (e.g. CompTIA A+) are beneficial
  • At least 2 years' experience as a call center agent (technical) and or 1 year's experience as a similar desktop support engineer (2nd level support) supporting a WINTEL environment

Benefits:



  • Competitive wages
  • Paid professional training
  • Employee discounts
  • Private healthcare and dental insurance
  • Growth opportunities through various development programs
  • Fun and engaging company-wide initiatives, including our EverBetter wellness program
  • Job stability
  • Life-long skills and experience
  • Excellent work culture

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