On Site engineer

Job SummaryThe Onsite Engineer is responsible for maintaining and supporting the local IT environment, managingticket queues, providing 2nd/3rd line technical support, and ensuring system performance, security, andcompliance with corporate standards such as SOX, ISO, and PCI. Acting as the key onsite IT contact, therole supports day-to-day operations, project implementations, and regional IT initiatives across EMEAwhile 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 softwarepatching 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 projectsand new business implementations. Assist IT Leadership and Regional IT Service Delivery with any bespoke projects such as Assetmanagement and Global standardization / remediation tasks. Full responsibility for the operational maintenance of systems and services across the local Site ITenvironment, providing day-to-day operational and technical support. Receiving escalations from the Service Desk and IT, providing remote 2nd/3rd line technical supportand assistance for all Foundever technologies located at the site, and w@H as well as client systems ifapproved and granted. Ensure formal procedures are followed, SLAs met and high levels of internal/external customer servicemet with timely and appropriate communication Identify incident trends and methods of improvement and ensure availability, performance andintegrity of technology, producing appropriate support Adhere to Corporate and IT policy and ensure changes/incident resolutions are in line with policyRequirements Proactively manage and be responsible for all personal Health and Safety issues for the team, ensuringa 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 worksout of normal working hours. Work within a high-pressure environment. Thrive in a fast-pacedenvironment undergoing rapid technological and business change. Carry out technicaldiagnosis/analysis. The position must take personal responsibility to understand and comply with all company and clientcorporate and security requirements and policies. Also ensure the effective management of 3rd party technology providers and their compliance withFoundever and Client security policies when working on Foundever systems.Qualifications Extensive technical support experience. Previous onsite engineering or similar experience would bevery advantageous (Essential for sole engineering roles). Experience in reporting and maintaining documentation to a high standard is required, as is technicalwriting skills. ITIL – Experience of working to ITIL principles, preferably certified to at least foundation level. ITIL v3Preferred, However V2 Is Also Beneficial. Security – Experience of migrating / maintaining IT operations in a compliant & auditable state andensuring the IT environment is fit for purpose and supports corporate policies. Communication: Very strong verbal and written communication skills in native and Englishlanguage (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 isconsidered 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 communicatedclearly and concisely. Technology: Proven IT skills within a desktop support (2nd level role) is very advantageous, as isexperience 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 advantageousEducation And Language Proficiency College degree or bachelor's degree finalist MS qualifications such as MCSE are advantageous as are any ITIL qualifications. Any other vocationaltraining and qualifications in the Information Technology field will be considered advantageous English advanced level – mandatory