RWS

RWS Holdings plc is a unique, world-leading provider of technology-enabled language, content, and intellectual property services. Through content transformation and multilingual data analysis, our unique combination of technology and cultural expertise helps our clients to grow by ensuring they are understood anywhere, in any language.  

Our purpose is unlocking global understanding. By combining cultural understanding, client understanding and technical understanding, our services and technology assist our clients to acquire and retain customers, deliver engaging user experiences, maintain compliance, and gain actionable insights into their data and content.  

We work with over 80% of the world’s top 100 brands, more than three-quarters of Fortune’s 20 ‘Most Admired Companies’ and almost all of the top pharmaceutical companies, investment banks, law firms and patent filers. Our client base spans Europe, Asia Pacific and North and South America. Our 65+ global locations across five continents service clients in the automotive, chemical, financial, legal, medical, pharmaceutical, technology and telecommunications sectors.  

Founded in 1958, RWS is headquartered in the UK and publicly listed on AIM, the London Stock Exchange regulated market (RWS.L).  

 

For further information, please visit: RWS  

 

About Group Technology

Group Technology enables the organisation to achieve its strategic direction whilst driving shareholder value. The division establishes common standards and IT governance across the business. It further develops and manages core applications enabling smooth operational running of the organisation across all functions. We drive and deliver future roadmaps aligned to the overall strategic direction of the business. Group Technology support services to over 7500 end users across the globe, manage the information security operation and safeguard all our assets. Our core Group Technology functions include Technical Architecture, Network & Voice, IT Security, Service Delivery, Solutions Delivery and Asset Management.  Group Technology has a global presence across all regions with over 200 staff.

 

Job Purpose

The IT Service Delivery Engineer is involved in providing a support service to our RWS Internal users carrying out duties set out below.
 

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 3^rd line support with troubleshooting and managing server environments.
  • Provide end-user laptop and server support for internal RWS employees, ensuring 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, e-mail, or Microsoft Teams.
  • Working with site leaders and Hardware Asset Management Team to maintain IT assets register.
  • Provide Windows 10 operating system and software installations and upgrades using SCCM or InTune.
  • Troubleshoot and manage environments including VMware vCenter, Windows Server, EMC SAN storage and backup technologies with assistance from manager or another team.
  • 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 the 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 RWS’s pan Global user base.
  • Responsible for the management of all issues assigned to them through the Service Centre incident management system. Ensuring the status and history of issues are monitored, updated and closed on completion.
  • Responsible for ensuring that all policies and procedures are followed and propose changes to support processes to improve the quality of service.
  • Responsible for ensuring Anti-Virus systems remain up to date and that all and any related incidents are recorded with the Service Centre.
  • 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 RWS’s user base, the post holder may be required to travel between RWS’s APAC and Global offices. 
• Data Protection:
  • This job description is not exhaustive and can be altered in consultation with the post holder.
  • The post holder must be capable of moving and installing equipment over 15kg on a daily basis.

Skills & Experience

• Essential
  • Korean: Native Level
  • English: Business Level
  • Secondary school education
  • 1 year experience within an IT, Customer Support or Application support environment
  • 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       
  • Working knowledge of networking technologies
  • Understanding of internet technologies (WWW \ FTP \ EMAIL \ TCP\IP \ VPN)
  • Ability to communicate in English both written and spoken.
  • 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

 

 

Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career. 

 

In return, we expect all our people to live by the values that unite us: to partner with colleagues and clients, to adopt a pioneering spirit, to be positive in progressing the work we do, and always to deliver what we promise. 

 

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics. 

RWS values 

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as One RWS.