Job Description

§ Title: IT Service Delivery Engineer

§ Location: Bangalore, India

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 – IT Services

 

IT Services are part of Group Technology, its aim is to enable the organisation to achieve its strategic direction whilst driving shareholder value. IT Services 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/deliver current and plan future roadmaps aligning to the overall strategic direction of the business. We support over 7500 end users across the globe, manage the information security operation and safeguard all our assets. Our core functions include Technical Architecture, Network & Voice, IT Security, Service Delivery, Solutions Delivery and Asset Management. IT Services has a global presence across all regions with 200+ staff.

 

Job Purpose

 

IT Services 3rd line Service Delivery team are responsible for the delivery of IT support services to our internal customers across our estate. Our Team has wide-ranging tasks that provide IT support services to over 5000 end users across 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 RWS. Duties would include maintenance, support, and system upgrades on a variety of systems and technologies globally.

Key Responsibilities

 

§ 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 1st Line, 2nd Line and COE with troubleshooting and managing the RWS WAN and LAN and/or project deliveries.

§ Provide end-user network support for internal RWS employees, ensuring that the end-to–end customer experience is positive, consistent, and high quality.

§ Manage IT tickets to ensure all cases are dealt with on time; end user support may be provided face to face, via phone, email, or MS Teams.

§ Maintaining and updating both system documentation and network diagrams.

§ Monitoring and diagnosing Network performance issues.

§ Provide on-call based on staff rotation to assist with troubleshooting, coordination, escalation, and resolution of network incidents.

§ Liaison with 3rd party vendors to ensure Network 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 RWS’s pan Global user base.

§ Responsible for the management of all issues assigned to the Service Delivery team through various ITSM tools and incident management systems. Ensuring that 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 the Network to improve the quality of service.

§ 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 will be required to travel between RWS’s EMEA 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.

 

Skills & Experience

 

§ 3 years’ experience within an IT or Application support environment § Technical education, preferably in Computer Science. § Cisco CCNA or be able to provide equivalent demonstrable experience. § Experience of working on large scale global networks.

§ 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.

§ Excellent customer focused approach and commitment to service delivery.

§ Strong problem-solving skills.

§ Ability to prioritize workload.

§ Strong interpersonal and communication skills, both verbal and written.

Technical Skills

§ Security Platforms

o Check Point and Cisco ASA

§ Basic to intermediate level of experience of using MDM/SMS/Gaia/ASDM/CLI, gateway policy updates, general gateway maintenance/upgrades.

§ Intermediate level experience of AAA/NAT/PAT/DNAT/SNAT/Policy/Twice NAT, SSL, IPSEC etc.

o Equivalent experience in other NGFW (Palo Alto, FortiGate, Cisco Firepower etc.) will be considered.

Routing and Switching

o Basic to intermediate level of experience with BGP (iBGP and eBGP), OSPF, static, VRF.

o Intermediate level of experience with VLANs, STP, clustering/stacking, PC/EC, VPC, VSS etc.

SDWAN

o Basic to intermediate level SDWAN knowledge (Cisco SDWAN, Meraki MX etc.)

§ SDWAN principle, components, feature

§ Topologies, Underlay, Overlay

Wireless

o Basic to Intermediate level of multivendor wireless (Cisco LWAP/Meraki)

NMS and SIEM

o Experience of using NMS systems such as Zabbix/PRTG/Scrutinizer or equivalent.

Desirable

§ 5 years’ experience within an onsite IT customer facing role or similar.

§ CCNP or equivalent experience

§ AWS/Azure networking (On-prem connectivity, VPC, IPSec GW etc.)

§ Understanding of SDWAN.

§ Wireless (Cisco/Meraki)

§ Linux (leveraging opensource technology)

§ Multivendor switching

§ Infrastructure (VMWare/Hyper-V)

§ Ansible/Python/Terraform/Bash scripting/automation.

§ Micro segmentation using VMWare NSX or SGT/TrustSec.

§ International experience

§ Logical and methodical approach to working.

§ Knowledge of ISO 27001

§ Knowledge of ITIL

§ Knowledge of MS Teams/Office365

§ Foundation Certificate in ITIL

 

Benefits:

§ Amazing 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 90 of the top 100 brands.

§ Smart, engaged co-workers, a culture of innovation and opportunity.

§ Casual dress, flexible work schedule / environment

 

Life at RWS - If you like the idea of working with smart people who are passionate about breaking down language barriers and giving back to their communities, then you’ll love life at RWS.

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.