It Service Delivery Support - Onsite in Knoxville, TN

About Us

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 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.  

  

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX. 

  

Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021  

Gold Stevie Award Winner for Great Employers in 2024 and 2022 

We foster an exciting culture of creativity, connection, and commitment 

  

Read more about our culture: Foundever® Stories. 

Job Summary

Interact and coordinate with internal clients, to respond to support requests in a timely manner.  The primary responsibility of this position is to provide technical assistance by phone, chat, or physical meetings with end users. Dispatch and monitor break/fix repairs with respect to all end user devices and peripherals (e.g., laptops, desktops, printers, monitors, docking stations, mice, keyboards, headsets, mobile devices, cameras, smart hand support for audio/visual and conference equipment and systems) (collectively, “End User Devices”); 

Work with all other IT departments as needed to support the IT infrastructure or client business needs. This can include installing and troubleshooting server and networking hardware. Position also acts as a liaison relating business issues to technical teams.IT Support Specialists are the frontline support for all IT/IS item requests during and after regular business hours. 

The IT Support Specialist is required to properly solve, track and document all issues. IT Support Specialists are expected to display good interpersonal skills as they will interact with colleagues from various departments, executive levels, and customers daily. 

Primary Job Responsibilities

• Provide remote, chat, phone, or video conference support to end users when needed. 
• Provide IT technical expertise for their specific site  
• Troubleshoot & resolve routine hardware (Laptop/Desktop) issues, along with network, telephony, and server connectivity issues 
• Deploy and troubleshoot PC, Laptops, Telephones with its corresponding software and configuration images making sure patches and updates are also deployed. 
• Work with end user to determine hardware, software, and system specifications based on end user roll requirements 
• Perform database update to systems required for tracking of Tickets, employee assets, employee information (HRIS/Roster) in accordance with policy and procedures. 
• Provide support to client/account implementations, changes and/or growths. 
• Attend service windows that requires accounts for updates or growth or changes within them when needed 
• Provide support to OnCall personnel when needed and according with OnCall rotation and schedules 
• Participate in changes to Network, Telecom, Engineering, QA, and Desktop Systems, and to support end-user testing during the change windows for the campaigns, clients, customers, and users served by the site occasionally outside normal business hours. 
• Monitor patch compliance and work with infrastructure team to address issues to maintain 95% or higher for site compliance 
• Aid during Account implementation, change or growth. 
• Execute security standard procedures in accordance with company policies and procedures along with reporting incorrect behavior to proper channels.   
• 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. 
• To support Training processes and analyze results/plans 
• Support Quality processes and analyze results/plans. 
• Work with endpoint team on design of endpoint images based on client specification.  
• Work with endpoint team and network team to test endpoint image build and network connectivity.  
• Coordinate and conduct testing on endpoints with client operations teams. 
• 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 r