Junior IT Service Delivery/Support Engineer
Location –Based in Amsterdam, with infrequent travel to various global locations

*** Ideal position for candidates in the early stages of their IT support career, however we are open to candidates looking to start a career in IT and have a passion for learning and customer support ***
 

Company overview

RWS Holdings plc is the world’s leading provider of technology-enabled language, content management and intellectual property services. We help our customers to connect with and bring new ideas to people globally by communicating business critical content at scale and enabling the protection and realization of their innovations.
Our vision is to help organizations interact effectively with people anywhere in the world by solving their language, content and market access challenges through our collective global intelligence, deep expertise and smart technology.
Customers include 90 of the globe’s top 100 brands, the top 10 pharmaceutical companies and 18 of the top 20 patent filers worldwide. Our client base spans Europe, Asia Pacific, and North and South America across the technology, pharmaceutical, medical, legal, chemical, automotive, government and telecommunications sectors, which we serve from offices across five continents.
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: www.rws.com

About the role:
This exciting, fast paced internal facing role requires an excellent communicator with the ability to use their own initiative. The successful candidate will join our EMEA IT Service Delivery Team which is part of RWS’s Global IT Team. This team provide IT support services to over 4000 end users across the globe. The ideal candidate will be highly motivated with an excellent customer focused, methodical approach and commitment to service delivery.

Role/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 3rd line support with troubleshooting and managing server environments.
* Provide end-user desktop and server support for internal RWS 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 Teams.
* Working with site leaders and Hardware Asser Management Team to maintain IT assets register.
* 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 3rd 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 RWS’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 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 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 will be required to travel between RWS’s European and 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.
* The post holder must be capable of moving and installing equipment over 15kg on a daily basis
 

Competencies
Qualifications
Essential
* Secondary school education
* CompTIA or similar.

Desirable
* Educated to degree standard
* Foundation Certificate in ITIL
* Microsoft Certified Professional 
 
Skills:

Essential
* 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
* Windows Microsoft Office
* Office365
* Desktop Operating System building, maintenance and deployment
* In-depth knowledge and experience with Antivirus technologies
* Working knowledge of networking technologies
* Understanding of internet technologies (WWW \ FTP \ EMAIL \ TCP\IP \ VPN)

Desirable
* Logical and methodical approach to working
* Ability to negotiate with and influence staff at all levels
* Knowledge of Mac OSX
* Ability to speak German, Polish or French (All language combinations welcome)
* Knowledge of ISO 27001
* Knowledge of ITIL
* Knowledge of Skype for Business/Office365
* Knowledge of Telephony technologies such as Avaya IP Office
* Group Policy
* Knowledge of scripting in PowerShell , batch files or VBScripts
* Virtualization (Hyper-V, VMware)

Experience:
Essential
* 2 years’ experience within an IT or Application support environment

Desirable
* 3 years’ experience within an onsite IT customer facing role or similar
Personal

Essential
* 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

Life at RWS - We work hard together to deliver for our customers; our expertise, professionalism and determination to never let others down drives  us to be passionate and serious about what we do, deliver customer value, yet always adding a human touch 
As a company focused on connecting people through language, diversity and inclusion are fundamental to our company culture. RWS is an Equal Opportunities Employer and we are committed in ensuring that all employees work in an environment free from all forms of harassment and discrimination and one that actively promotes teamwork, diversity and trust. All employees have a right to be treated with respect and dignity. RWS operate in a manner for the inclusion of all - any form of discrimination is expressly prohibited. Employees are selected and promoted on merit alone and no other factors whether race, gender, age, religion, marital status, gender identity or disability are taken into consideration. 
We are proud to work in a company where all can succeed and grow their career and while RWS operates in accordance with all local employment laws, if local law enables any form of discrimination this is against RWS company policy and we will adhere to the highest standard.   

Recruitment Agencies: RWS Group PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.