IT Specialist II

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 +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support the operational needs of our clients and deliver a seamless experience to customers in the moments that matter. Foundever is looking for a IT SPECIALIST II

Interact and coordinate with internal clients, to respond to support requests in a timely manner. The primary responsibility of this position is to provide technical assistance by phone, chat, or physical meetings with end users. Dispatch and monitor break/fix repairs with respect to all end user devices and peripherals (e.g., laptops, desktops, printers, monitors, docking stations, mice, keyboards, headsets, mobile devices, cameras, smart hand support for audio/visual and conference equipment and systems) (collectively, “End User Devices”);

Responsibilities

• Provide technical expertise to issues escalated by Support Specialists.
• Provide remote, chat, phone, or video conference support to end users when needed.
• Troubleshoot & resolve complex hardware (Laptop/Desktop) issues, along with more complex network, telephony, and server connectivity issues, along with complex software issues.
• Deploy and troubleshoot PC, Laptops, Telephones with its corresponding software and configuration Images making sure patches and updates are also deployed.
• Perform database update to systems required for tracking of Tickets, employee assets, employee information (HRIS/Roster) in accordance with policy and procedures.
• Advanced management of Active Directory user credentials as per company policies.
• Provide support to client/account implementations, changes and/or growths.
• Attend service windows that requires accounts for updates or growth or changes within them when needed.
• Provide support to OnCall personnel when needed and according with OnCall rotation and schedules. To be Hands-on role maintaining the functions of the site, and be remote hands support for Network, Telephone, Server, QA, and application engineers to ensure high system uptime and end user satisfaction in a call center environment.
• Participate in changes to Network, Telecom, Engineering, QA, and Desktop Systems, and to support end-user testing during the change windows for the campaigns, clients, customers, and users served by the site occasionally outside normal business hours.
• Monitor patch compliance and work with infrastructure team to address issues to maintain 95% or higher for site compliance
• Aid during Account implementation, change or growth.
• Execute security standard procedures in accordance with company policies and procedures along with reporting incorrect behavior to proper channels

Requirements

• 2 years of Experience in IT Support Specialist Position or equivalent knowledge.
• Undergraduate degree in a relevant field or CompTIA A+ Certification Student or CompTIA IT Fundamentals.
• Medium Knowledge on Networking, Telephony or Servers.
• Excellent verbal / written English skills (B2)