IT Systems Specialist-within 50 miles of Denver

Sitel Lancaster, Pennsylvania
cx team management technical analysis customer experience digital operational remote laptops hardware software maintenance
March 22, 2023
Sitel
Lancaster, Pennsylvania
About Us

About Foundever

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 operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Job Summary

SUMMARY OF RESPONSIBILITIES
  • Provide onsite and/or remote, chat, phone, or video conference support to end users when needed.
  • Troubleshoot & resolve basic Computer/Laptops hardware, Network, Telephony, Software & Applications error messages, and collectively, company owned "End User Devices"
  • Prepare and Install Computers, Laptops, Monitor and Phone Systems and others with proper software/hardware and configuration specs.
  • Perform corrective and preventive maintenance, making best use of equipment warranty when needed and coordinating proper part replacement and service.
  • Perform database update to systems required for tracking of Tickets, employee assets, employee information (HRIS/Roster) in accordance with policy and procedures.
  • Basic management of Active Directory user credentials as per company policies.
  • Provide support to client/account implementations, changes and/or growths.
  • Escalate unresolved problems, in a timely matter, to known points of contact when necessary.
  • Follow, report, and execute security policies related use of technology equipment.
  • Recommend changes to policies and procedures that have to do with processes that involve any Technical Support service.
  • Provide weekly reports with statistics, projects status, compliance, and other metric related items.
  • Perform any task, duty, special projects, or service required by direct superior.
  • Partner with inventory / asset management teams to ensure we have an accurate inventory of all Foundever equipment that is in use, available to use, or damaged, etc. All assets shipped out and/or returned need to be tracked, within the appropriate tool. This position is responsible to have proper inventory for their site and/or remote users.
  • Work with logistics team to image and ship equipment for new hires and replacement equipment
  • Provide support to the logistics team as need to help meet client ramp needs.
  • Attend service window that requires accounts for updates or growth or changes within them when needed
Primary Job Responsibilities

EDUCATION and/or EXPERIENCE

Associate's degree (A.A.) or equivalent from two-year college or technical school; or two years related experience (in telecommunication or information systems) and/or training; or equivalent combination of education and experience

Specific Competencies:
  • Maintain and Apply Technical Knowledge :
    Maintains current subject matter expertise relevant to position (e.g., accounting, information systems, metrics, policy / work standards, quality, etc.); applies in problem solving & decisions.
  • Compliance, Accountability/Adaptability:
    Takes ownership (holds self-accountable) for outcomes; follows policies and requirements; participates constructively in completion of tasks requested by supervisor; responsive to requests in domain of accountability; adapts to change, unforeseen events; is flexible; open to new ideas; makes adjustments to meet changing needs and opportunities.
  • Documentation, Information Management, Accurate Reporting :
    Maintains information for record keeping needs and ease of retrieval; examines information for trends that lead to new knowledge; prepares reports, emails etc. that are clear and informative to the reader and accurate in content.
  • Problem Solving, Analysis, Evaluation:
    Recognizes and responds to problems (technical, process, situational), in a proactive/timely manner; develops and applies solutions that achieve short and long term goals; uses criteria to determine if performance, programs, processes or events reach a standard or require a particular response; is competent with quantitative as well as qualitative analysis; analytical agility; engages in appropriate analysis before making decisions and completing work
  • Relationship Management:
    Demonstrates skill in building and maintaining effective working relationships with others throughout the company, as well as with those external to the organization; consults and collaborates with others on a broad scale, yielding buy-in and commitment; responds to requests and issues in a timely manner, builds trust and loyalty
  • Must live within 50 miles of Denver, CO.
About Foundever

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 operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Associated topics:
infrastructure, ip, maintain, maintenance, satcom, satellite, server, system engineer, system specialist, technician

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