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.

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

Education and Language Proficiency:
• College degree or bachelor's degree finalist
• MS qualifications such as MCSE are advantageous as are any ITIL qualifications. Any other vocational 
training and qualifications in the Information Technology field will be considered advantageous

• English advanced level – mandatory