About The Role:
Due to internal progression within the team, we are excited to be recruiting a Service Delivery Engineer to join our Group IT Team. The ideal candidate will be highly motivated with an excellent customer focused, methodical approach and commitment to service delivery. 

Main Duties Include:
* 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 laptop/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, e-mail, or Microsoft 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
* 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, updated 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
* As part of continued development, the role will require ad-hoc project work to be carried out
* Adhere to IT purchasing procedures

Essential Skills Required:
* Experience in a similar role (including internships / work placement
* Strong interpersonal and communication skills, both verbal and written 
* Working knowledge of networking technologies
* Understanding of internet technologies (WWW \ FTP \ EMAIL \ TCP\IP \ VPN) 
* Ability to communicate in English both written and spoken

Desirable Skills Required:
* Knowledge of Mac OSX  
* Knowledge of ITIL 
* Knowledge of MS Teams/Office365 
* Virtualization (Hyper-V, VMware)
* Active directory 
* Windows Microsoft Office 
* Office365 
* Desktop operating System building, maintenance, and deployment
* Knowledge and experience with Antivirus technologies 

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.