Come and work with us.

We are looking for a talented and accomplished Onsite Engineer. 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.

As an Onsite Engineer, your daily responsibilities will include:

• Effectively manage the Ticket Queue for the respective Country
• Manage and oversee all IT compliance at site, 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, SLA’s 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 pace environment undergoing rapid technological and business change. Carry out technical diagnosis/analysis.

To succeed in this role, you will need to have:

• English and Portuguese advanced level 
• 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 an absolute must. Experience of SOX, ISO and PCI standards are welcomed but not essential.
• Organization: The role requires the vision & motivation to be able to be a key interface between the IT function and the operational business, including external clients. To self-manage ones time, prioritize workload and ensure any updates regarding business changes are communicated clearly and concisely at all times.
• 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 10 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 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. Previous onsite engineer or similar experience would be very advantageous (Essential for sole engineering roles). Knowledge of the call center and BPO business is advantageous.
• Administrative work is also required to ensure process documentation and asset management requirements are also met. So 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.

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. Additional qualifications such as vocational training in Information Technology are advantageous
• At least 2 years’ experience as a call center agent (technical) and or 1 years’ experience as a similar desktop support engineer (2nd level support) supporting a WINTEL environment. Any remote field support is an advantage, as is support in a second language. Working within an ITIL environment in an IT support role is considered advantageous

Benefits.

• Competitive wages
• Paid professional training
• Employee discounts
• Private healthcare & 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

Go further with Foundever™

We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. 

Apply today!