Role Purpose: 

The Onsite IT Engineer Apprentice (ITOEA) is responsible for supporting all site based IT at the Sitel site in question. As well as supporting the business in all aspects of ‘local’ IT delivery. He will assist the IT Onsite Engineer (ITOE) in supporting the IT service delivery at the site in question.. 

Primary Responsibilities of the  Track/Apprentice OSE Role 

• Assist in managing the Ticket Queue for the respective site 
• Assist in 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.  
• Assist in all IT issues onsite accordingly. 
• Support and provide “backup” to other onsite engineers in EMEA when required to deliver projects and new business implementations. 
• Assist OSE and management and service delivery with any bespoke projects such as asset management and standardisation / remediation tasks.  
• Ensure formal procedures are followed, SLA’s met and high levels of internal/external customer service met with timely and appropriate communication 
• Adhere to Corporate and IT policy and ensure changes/incident resolutions are in line with policy requirements 
• Provide 24 x 7 cover (where possible/required). Work within a high pressure environment. Thrive in a fast pace environment undergoing rapid technological and business change. Carry out technical diagnosis/analysis 

The position must take personal responsibility to understand and comply with all company and client corporate and security requirements and policies.  

The positionmust adhere to agreed procedures and ensure that changes/incident resolutions are resolved in line with Sitel or client security policy requirements and ensure the effective management of 3rd party technology providers and their compliance with Sitel and Client security policies when working on Sitel systems. 

Skills 

Communication:Good and clear communication skills, with colleagues & technical teams.  

Process:Enthusiasm for following distinct policies and procedures, so customer experience is similar and dynamic at each point.  

Organization:The role requires the vision & motivation to be able to be a key interface between the IT function and the Operational business.  

Technology:Enthusiasm for technology a must. 

Knowledge & Ability 

This role will suit someone who would like to gain technical support experience and would like to progress their career in the field of IT support and customer service.  

Administrative work is also required to ensure process documentation and asset / documentation management requirements are also met. This can also be developed within the role. 

Preffered Education and Experience 

EDUCATION 

Preferable – Usually entry is through an Apprentice scheme, whereby individual will also complete study whilst working on an ‘industrial’ placement. Also track trainee role can come from within the business and again a development plan will be created to train the individual.  

EXPERIENCE 

Target – Work towards completing the specific milestones and targets set out by the Apprentice scheme in question or developed internal track scheme. Using skills learned on placement to provide work experience to assist in career development for the individual in question. 

Role Specific Requirements 

Travel Required:This role may require minimal travel.  

Out Of Hours Support:This role mayrequire minimal out of hours support for major changes, project work etc. The candidate should be free to support when required (with reason).