Senior IT Service Delivery Engineer

Who are we?

The world’s leading provider of technology-enabled language, content management and intellectual property services. We help organizations find better ways to globalize their content, protect their ideas and connect with their audiences – anywhere in the world. 

Our 7500+ global team of talented people are united by a love of language and a passion for innovation. Our smart technologies are pushing the limits of what’s humanly possible and we provide a range of specialized services and advanced technologies to help you take your global content and ideas further.

If you like making an impact, helping others, taking a fresh look at processes and tools, furthering an open an innovative culture and tend to generally look at even the smallest task in the context of how it impacts the overall organization – we should talk!

What is this role?

The Global IT 3^rd line Service Delivery team are responsible for the delivery of IT support services to our internal customers across our estate and is a key team within the wider Global IT Team. This  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 based in 38 countries globally.

Key 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 1^st Line, 2^nd 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 3^rd party vendors to ensure 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. 

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. 

Requirements:

• CompTIA or similar. 

•  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 
• In-depth knowledge of Windows environments- specifically: 

• Active directory, DNS, DHCP, NFS
• Office 365 Administration 
• SCCM and Intune
• Azure
• AWS

• In-depth knowledge and experience with Antivirus technologies 
• Understanding of internet technologies (WWW \ FTP \ EMAIL \ TCP\IP \ VPN) 
• Virtualization (Hyper-V, VMware) 

• Vcenter 6.5 (and newer) cluster management 
• System Centre Virtual Machine Management  

• Storage Area Networks 

• Fibre channel 
• Iscsi 

• LAN (Cisco) 

• Switching/Vlan troubleshooting 

• WAN (Cisco) 

• Routing troubleshooting 

• Firewall (Cisco) 

• VPN, Wireshark etc debugging 

• Wireless (Cisco)  

• Meraki/Appliance based troubleshooting 

• NMS (any but ideally PRTG, Zabbix) 

• Experience of using NMS systems 

• Group Policy 
• Knowledge of scripting in PowerShell , batch files or VBScripts 
• Backup Technology 

• Veeam 
• Backup Exec 
• Cloud Berry 

• GDPR

Desirable

• 5 years’ experience within an onsite IT customer facing role or similar 
• Logical and methodical approach to working
• Ability to negotiate with and influence staff at all levels
• Knowledge of Mac OSX 
• Knowledge of ISO 27001
• Knowledge of ITIL
• Knowledge of MS Teams/Office365
• Foundation Certificate in ITIL
• Microsoft Certified Professional

Benefits:

• Infinite training, professional development and personal growth opportunities
• The rare opportunity to impact how organizations communicateglobally. There’s a reason we work with 90 of the top 100 brands.
• Smart, engaged co-workers, a culture of innovation and opportunity.
• Central Office/WFH even after pandemic
• Flexible working hours
• Medical coverage
• Performance bonus
• Meal tickets
• Monthly subscription for sport activities
• Monthly subscription parking / transportation
• Additional vacation days
• Teambuildings and trainings
• Summer and Christmas Parties

“RWS embraces diversity 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.”