This Onsite Engineer will take personal responsibility to understand and comply with all company and client corporate and security requirements and policies, reporting directly to the Country It Manager.
- Effectively manage the Ticket Queue for the respective site
- Receiving escalations from the Service Desk and IT, providing remote 2nd/3rd line technical support and assistance for all Sitel technologies located at the site, 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