Senior IT Service Delivery Engineer

Superior, CO with frequent global travel

Who are we?

SDL is the global leader and innovator in language and content management technology and services. We enable companies to create meaningful digital journeys and form important emotional connections with their global customers by powering the creation, translation and delivery of relevant, personalized content to make understanding possible. We are a dynamic, collaborative and globally diverse team, working together to completely transform how the world communicates and connects with one another through content. If you like making an impact, helping others, taking a fresh look at processes and tools, furthering an open an innovative culture and tend to generally look at even the smallest task in the context of how it impacts the overall organization – we should talk!

What is this role?

The NASA IT Service Delivery team are responsible for the delivery of IT support services to our internal customers across our North and South American estate and is a key team within the wider Global IT Team. This NASA Team has wide-ranging tasks that provide IT support services to over 4000 end users across the Americas and the globe.  These services include Office 365 and Windows Server administration, supporting our Dell laptop and desktop estate on the Windows 10 platform and delivering excellent support services to enable the business to exceed. 

This role will be working closely with the Infrastructure Technical Specialist’s responsible Global Standardisation thought out SDL. Duties would include maintenance, support and system upgrades on a variety of systems and technologies based in 38 countries globally.

Key Responsibilities:  

Delivery of Support Services: 

• Responsible and accountable for the tracking of incidents and requests from initial identification through to resolution, ensuring that appropriate categories for logging and escalating incidents and requests are used.  
• Interact with users to resolve IT related issues and provide IT Support in a timely manner in line with company SLA’s.  
• When required, assist 1^st Line, 2^nd Line and COE with troubleshooting and managing server environments and or project deliveries. 
• Provide end-user desktop and server support for internal SDL employees, ensuring that the end-to–end customer experience is positive, consistent and high quality. 
• Manage Service Centre tickets to ensure all cases are dealt with on time; end user support may be provided face to face, via phone, email or Skype. 
• Provide support to Service Delivery Teams for Windows 10 operating system and software installations and upgrades using SCCM. 
• Troubleshoot and manage environments including VMware vCenter, Windows Server, EMC SAN storage and backup technologies.  
• Monitor and maintain fileserver management; network shares and print servers. 
• Liaison with 3^rd party vendors to ensure regional IT infrastructure stability and maintenance schedules. 
• Responsible for planning and organising daily workload. This includes prioritising service calls and adjusting work plans to support high priority calls to meet operational requirements. The types of support provided will include the use of remote control software, email advice and at desk support to SDL’s pan Global user base. 
• Responsible for the management of all issues assigned to them through the Service Centre incident management system. Ensuring that the status and history of issues are monitored, up dated and closed on completion. 
• Responsible for ensuring that all policies and procedures are followed and propose changes to infrastructure/EUC processes to improve the quality of service. 
• Monitor and troubleshoot/escalate backup failures. 
• As part of continued development the role will require ad-hoc project work to be carried out. 
• Adhere to IT purchasing procedures. 

Location/Mobility 

• In order to support SDL’s user base, the post holder will be required to travel between SDL’s NASA or Global offices.  

Data Protection 

• The post holder should be aware of the legislation behind data protection within their jurisdiction and follow relevant regulations and codes of practice to ensure appropriate action is taken to safeguard confidential information. 

Requirements:

4 years’ experience within an IT or Application support environment

Confidence, enthusiasm and commitment to finding new ways of working  Professional –punctual, reliable, trustworthy, inspires confidence  Able to work as part of a team or independently  Self-confident

• CompTIA or similar. 

•  Excellent customer focused approach and commitment to service delivery 
• Strong problem solving skills 
• Ability to prioritise workload 
• Strong interpersonal and communication skills, both verbal and written 
• In-depth knowledge of Windows environments- specifically: 

• Active directory 
• Office 365 Administration 
• Windows Microsoft Office 
• SCCM and VPRO 

• In-depth knowledge and experience with Antivirus technologies 
• Understanding of internet technologies (WWW \ FTP \ EMAIL \ TCP\IP \ VPN) 
• Virtualization (Hyper-V, VMware) 

• Vcenter 6.5 cluster management 
• System Centre Virtual Machine Management  

• Storage Area Networks 

• Fibre channel 
• Iscsi 

• LAN (Cisco) 

• Switching/Vlan troubleshooting 

• WAN (Cisco) 

• Routing troubleshooting 

• Firewall (Cisco) 

• VPN, Wireshark etc debugging 

• Wireless (Cisco)  

• Meraki/Appliance based troubleshooting 

• NMS (any but ideally PRTG) 

• Experience of using NMS systems 

• Group Policy 
• Knowledge of scripting in PowerShell , batch files or VBScripts 
• Backup Technology 

• Veeam 
• Backup Exec 
• Cloud Berry 

• GDPR

Desirable  5 years’ experience within an onsite IT customer facing role or similar  Logical and methodical approach to working Ability to negotiate with and influence staff at all levels Knowledge of Mac OSX  Knowledge of ISO 27001 Knowledge of ITIL Knowledge of Skype for Business/Office365 Knowledge of Telephony technologies such as Avaya IP Office Foundation Certificate in ITIL Microsoft Certified Professional Foundation Certificate in ITIL Microsoft Certified Professional

Benefits:

• Ahhmazing benefits. (Seriously.)
• Infinite training, professional development and personal growth opportunities
• The rare opportunity to impact how organizations communicate globally. There’s a reason we work with 85 of the top 100 brands.
• Smart, engaged co-workers, a culture of innovation and opportunity.
• Casual dress, flexible work schedule / environment

 

SDL is an Equal Opportunity / Affirmative Action Employer.  Qualified applicants will be evaluated for employment without regard to race, color, religion, sex, national origin, veteran, and disability status.  For more information about EEO/AAP legislation please visit http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. 

Should you require assistance in completing your application, please contact usrecruitment@sdl.com for accommodation.