Job Title – Junior IT Service Delivery 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

SDL is the intelligent language and content company.  We are the global leader and innovator in language and content management solutions and for over 25 years, SDL has helped companies communicate with confidence and deliver transformative business results by enabling powerful experiences that engage customers across multiple touchpoints, all strengthened by our human expertise and machine learning technology. 
We work with over 4,500 enterprise customers, including 90 of the world’s top 100 brands, to help them to create, translate and deliver content globally, with our unique combination of language services, language technologies and content technologies.
 SDL Website | SDL Careers. - www.sdl.com

Overview
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 SDL’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 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.
* 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 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 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 SDL’s user base, the post holder will be required to travel between SDL’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.
General
* 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
 

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
* 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

Reporting Line
IT Support Manager EMEA

*** Strictly No Recruitment Agency Contact ***