We are a leading global outsourcing provider of customer experience management with 150 offices across 24 countries and more than 75,000 associates speaking 48 languages. Our contact center associates deliver more than 2.5 million unique customer experiences every day.
We offer tailored customer care solutions to our diversified client base across all stages of the customer journey. With our operational excellence, continued focus on process improvement and value-add solutions, we are your global partner for today and tomorrow.
We are looking for a talented and accomplished site engineer to join our growing business. As a site engineer, you will manage projects, supervise staff, and provide technical advice as a subject matter expert. Our ideal candidate is an industrious go-getter.
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 centre and BPO business is advantageous.
To be the “Eyes and Ears” for IT locally, manages all IT issues onsite accordingly
Effectively manage the Ticket Queue for the respective site
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.
Support and provide “backup” to other onsite engineers in EMEA when required to deliver projects and new business implementations.
Ensure formal procedures are followed, SLA’s met and high levels of internal/external customer service met with timely and appropriate communication
College degree or directly related work experience
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
At least 2 years’ experience as a call centre agent (technical)
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
Portuguese advanced level (essential)
English advanced level (essential)
French intermediate level (desirable)
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 standardised 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.
Organisation: 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, prioritise 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 centre environment.
Laptop and PC general support experience (Essential)
Windows - Active Directory administration (Essential)
Windows XP, 7 and 8 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 2003 (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)
At Sitel, we believe our staff is our most important asset and therefore we take pride in finding the best, most talented and driven employees.
Among the benefits of working with us are health insurance, daily organic fruit, a nice, open working station, and a great social environment. Sitel has an atmosphere of joy, pace and ambitions and we often have social events, contests and other fun activities, to give everyday life a zing.
Our offer includes:
Full-time position with long-term job security
Competitive package, according to the demonstrated skills
Continuous investment in training and personal development
Being part of a successful multinational company in a growing industry
Challenging work environment with many learning opportunities
Private healthcare insurance (applicable after 6 months) with an on-site Doctor
Great office location in Lisbon
Help in finding accommodation in Lisbon (if necessary)
We take care of you and your progress, making sure that you have the right conditions to deliver the best results. Subsequently, we expect that you do exactly that and give it your best at all times.
We are looking to fill in the position as soon as possible and will invite the best candidates for interviews in the very near future. Therefore, if you feel that this ad sums up your character and ambitions, please submit your resume as soon as possible.
For more information on Sitel, have a look at our Facebook page.