Jobs in Italia

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 over 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 seamless customer experiences in the moments that matter.

Foundever is looking for an IT Specialist II.

Responsibilities:

1. Interact and coordinate with internal clients to respond to support requests promptly.
2. Provide technical assistance via phone, chat, or physical meetings with end users.
3. Dispatch and monitor break/fix repairs for all end user devices and peripherals (e.g., laptops, desktops, printers, monitors, docking stations, mice, keyboards, headsets, mobile devices, cameras, audio/visual and conference equipment).
4. Provide technical expertise for escalated issues from Support Specialists.
5. Support end users remotely, via chat, phone, or video conference.
6. Troubleshoot and resolve complex hardware, network, telephony, server, and software issues.
7. Deploy and troubleshoot PCs, laptops, telephones, including software and configuration images, patches, and updates.
8. Update databases for tracking tickets, assets, and employee information in accordance with policies.
9. Manage Active Directory user credentials following company policies.
10. Support client/account implementations, changes, and growth.
11. Attend service windows for account updates, growth, or changes as needed.
12. Support OnCall personnel and maintain site functions, providing remote hands support for network, telephone, server, QA, and application engineers to ensure high system uptime and user satisfaction.
13. Participate in network, telecom, engineering, QA, and desktop system changes, including user testing outside normal hours.
14. Monitor patch compliance, working with infrastructure teams to maintain at least 95% compliance.
15. Assist during account implementation, changes, or growth.
16. Execute security procedures per company policies and report any irregularities.

Requirements:

1. At least 2 years of experience in an IT Support Specialist role or equivalent knowledge.
2. Undergraduate degree in a relevant field or current CompTIA A+ Certification student or CompTIA IT Fundamentals.
3. Basic knowledge of networking, telephony, or servers.
4. Excellent verbal and written English skills (B2 level).