Job Description

Responsibilities include:

• 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/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 (an internal system) to ensure all cases are dealt with on time; end user support may be provided face to face, via phone, e-mail, Skype or Microsoft Teams.
• Provide 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.