Job Description

Are you a hard-working, team-oriented individual with a passion for all things IT?
Do you want to work with others with the same passion for IT, that have fun working together, and truly want to help others be successful?
If so, we have the perfect job for you at our site located in Greenville, South Carolina!
Join Transcom at our Greenville, South Carolina site!
What's in it for you?

• Benefits - Medical, Dental, Vision, 401(k)
• Paid Vacation Time
• Great Work/Life Balance while developing your career
• Full gym - free to employees

The IT Service Delivery Engineer is responsible for maintaining the high standards of service delivery in respect of support to several major Transcom clients in North America.
This role must be located in the Greenville, South Carolina surrounding area.
Description of Role and Objectives:
The IT Engineer will work as part of the IT Global Service Delivery & Support Team, covering various duties including but not limited to the below, working towards set objectives in a timely and quality manner.
Responsibilities:
Onsite IT Engineer:
Provides administration and maintenance of IT hardware and software in production in conjunction with cluster and central IT Service Delivery team.
Provides additional support for all applications and technologies that are site, or country specific in conjunction with the central IT Service Delivery and Development teams.
Executes deployment of IT solutions in their region according to specifications and procedures from global IT Service Delivery and IT Architects.
Coordinate, together with the global IT Service Delivery, to ensure compliance with the Organization's IT standards, policies; ensure the application of hardware and software security standards and procedures in accordance with organizational policy.
Collaborates with cluster IT management, central IT Service Delivery, IT Governance in the management of cluster IT infrastructure, such as desktops, printers, servers, software, asset inventory and standard network services.
Participates in the operation and maintenance of departmental/cluster production and administrative applications.
Apply security policies, participate in the implementation of measures defined for this purpose and monitor compliance therewith.
Monitor and assist when necessary to ensure effective coordination of first-line and corporate and global IT Service Delivery services to users.
Maintain close working relations with representatives of Contractors and Technology partners for new service/equipment quotes, after sales licenses and warranty support.
Provide support to users, incident resolution and advice on the correct use of the system.
Recover damaged or eliminated files implementing preventive action in turn.
Maintain documentation for site/client technical infrastructure.
Perform other IT related duties as required.
Additional responsibilities may be added as the needs of the business change and expand.
Qualification and experience

• At least 18 years ort older
• A High School Diploma, or equivalent
• Able to successfully pass a criminal background check

Professional qualifications/Specific knowledge:

• Minimum studies: Diploma or advanced vocational training in Information Technology. University training in Information Technology is an advantage.
• Specific training and/or work experience in Networks and Communications is an asset.
• Experience in administration and maintenance of IT infrastructure, e.g. workstations, laptops, servers, cabling and racking, backup and recovery system management, HW/SW inventory.
• Experience in HW/SW installation.
• Good understanding of data network technologies.
• Good understanding of digital and IP telephony technologies such as SIP
• Advanced knowledge of MS Office applications.
• Good knowledge of Service Desk-, Incident Management or another problem reporting tool for help desk operations.
• Good knowledge of MS Windows operating systems and standard services such as, DHCP, DNS, Active Directory, Group Policy.
• Strong background / knowledge of SCCM or comparable MDM solutions.
• Strong TCPIP skills including knowledge of IP Subnets, Vlans, switching and routing.
• Functional understanding of WAN technologies such as MPLS, Point to Point and VPN is essential.
• Ability to use a layered and systematic approach to troubleshooting and break complex problems into a step by step process to bring about timely and sound resolution.

Information technology:

• Office package (Word/Excel/PowerPoint): Intermediate level.

• Google Apps: Intermediate level.
• E-mail Communication: Intermediate level.
• Operating Systems - Intermediate/High level.
• Networks and Communications: Intermediate level
• Periphery devices and components: High level.
• Databases - Intermediate level.
• Delivery of performance reports on a weekly, monthly, and quarterly basis and report back on employee performance and annual evaluations.

Core Competences required:

• Communication - Communicating ideas and information on time, effectively and clearly so that the essential message comes across and is fully understood, always promoting an open dialogue. The ability to use a variety of media in a manner that engages the audience. Communicating the direction in which the organization is developing in an appealing way and creating support for achieving Transcom objectives.
• Focus on Client (external and internal) - Demonstrating a commitment to quality services, effectively interpreting the needs of external and internal clients. Involves meeting client needs in an excellent and efficient manner; building productive client relationships; taking responsibility for client satisfaction and loyalty.
• Focus on Quality - Setting high demands with respect to the quality of one's own work and that of others; striving continuously for improvements. Vigilantly watches over processes and services to ensure freedom from errors, omissions, or defects. Initiates action to correct quality problems or notifies others of quality issues as appropriate.
• Adaptability and Flexibility - Acting appropriately by expedient adaptation to changing environments, tasks or responsibilities and to different people, regardless of setbacks, disappointments or opposition. Maintaining effectiveness when experiencing changes in the work environment; adjusting effectively to work within new work processes or requirements.
• Analytical and Revolutionary Thinking - Breaking a problem down into its component parts; describing its source and structure, understanding of time sequences and the cause-effect relationships of actions. Seeking possible causes and gathering relevant data. Providing wider or deeper understanding of situations or problems by applying another frame of reference.
• Teamwork - Building positive working relationships to facilitate the accomplishment of Transcom's objectives. Involves the intention to form part of a team and work with others, as opposed to individualism or rivalry. Establishes good interpersonal relationships by helping people feel valued, appreciated, and included in discussions.

Personality profile: To be successful in this role you must have:

• Organizational and critical thinking skills
• An ability to adapt, prioritize and multi-task unsupervised.
• Excellent verbal and written communication skills
• Talent for recognizing opportunities for process improvement
• Be client focused with a great "can do" attitude and a willingness to assist with a variety of tasks as they come
• Proven customer service phone skills
• Strong interpersonal skills, including the ability to work with a variety of personality types.
• Strong attention to detail and ability to maintain a high level of accuracy
• Strong problem solving skills
• Be self-motivated and commercially minded.

• Take ownership for quality, competence, and commitment.
• Detailed-oriented.
• Enjoy/thrive on autonomy and be results focused.
• Be highly motivated and prepared to work hard.
• Have high personal energy and enjoy a lively environment.
• Be highly flexible and welcome changes/improvements.
• Maintain a clean and organized working environment.

Location
This position is located onsite at our Transcom Greenville site located at 650 Executive Center Drive, Greenville, SC 29615.
What Life at Transcom is like!
Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents. We are 30,000+ customer experience specialists at over 90 contact centers across 28 countries, delivering services in 33 languages to international brands in various industry verticals.
Right now, we are growing our virtual footprint in North America and currently hire remote employees in 26 states and 3 Canadian provinces. Proud to be recognized by FlexJobs as #8 on their list of the Top 100 companies to watch for remote work in 2025.
At Transcom, we're relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care, and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together.
We are the voice of our clients. We are Transcom.
We are passionate about people and look forward to meeting you!

Skills Required