About the Role:
The EMEA IT Service Delivery team are responsible for the delivery of IT support services to our internal customers across our estate and is a key team member within the wider Global IT Team. This EMEA Team has wide-ranging tasks that provide IT support services to over 5000 end users across the Americas and 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. 

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 server environments and or project deliveries. 
* 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 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. 
* Provide support to Service Delivery Teams for Windows 10 operating system and software installations and upgrades using SCCM. 
* Troubleshoot and manage environments including VMware vCenter, Intune, 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 the Service Delivery team through various ITSM tools and incident management systems. 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 infrastructure/EUC processes to improve the quality of service. 
* 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. 

Requirements:
* 4 years’ experience within an IT or Application support environment  * Confidence, enthusiasm and commitment to finding new ways of working 
* Strong interpersonal and communication skills, both verbal and written 
* In-depth knowledge of Windows environments- specifically: 
o Active directory 
o Office 365 Administration 
o Windows Microsoft Office 
o SCCM and VPRO 
* In-depth knowledge and experience with Antivirus technologies 
* Understanding of internet technologies (WWW \ FTP \ EMAIL \ TCP\IP \ VPN) 
* Virtualization (Hyper-V, VMware) 
o Vcenter 6.5 cluster management 
o System Centre Virtual Machine Management  
* Storage Area Networks 
o Fibre channel 
o Iscsi 
* LAN (Cisco) 
o Switching/Vlan troubleshooting 
* WAN (Cisco) 
o Routing troubleshooting 
* Firewall (Cisco) 
o VPN, Wireshark etc debugging 
* Wireless (Cisco)  
o Meraki/Appliance based troubleshooting 
* NMS (any but ideally PRTG) 
o Experience of using NMS systems 
* Group Policy 
* Knowledge of scripting in PowerShell , batch files or VBScripts 
* Backup Technology 
o Veeam 
o Backup Exec 
o Cloud Berry 

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. 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.   

Equal Opportunity: RWS embraces diversity and promotes equal opportunity, we are an Equal Opportunity Employer and prohibits 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.