Job Purpose
The EMEA 2nd 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 8000 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 throughout RWS. Duties would include maintenance, support, and system upgrades on a variety of systems and technologies based in 38 countries globally.
About Group Technology - IT Services
IT Services are part of Group Technology, its aim is to enable the organisation to achieve its strategic direction whilst driving shareholder value. IT Services establishes common standards and IT governance across the business. It further develops and manages core applications enabling smooth operational running of the organisation across all functions. We drive/deliver current and plan future roadmaps aligning to the overall strategic direction of the business. We support over 7500 end users across the globe, manage the information security operation and safeguard all our assets. Our core functions include Technical Architecture, Network & Voice, IT Security, Service Delivery, Solutions Delivery and Asset Management. IT Services has a global presence across all regions with 200+ staff.
Job Overview
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 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 11 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 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, updated 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.
Skills & Experience
•1 years' experience within an IT or Application support environment
•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
•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
•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)
•Group Policy
•Knowledge of scripting in PowerShell, batch files or VBScripts
•GDPR
Desirable
•2 years' experience within an onsite IT customer facing role or similar
•Logical and methodical approach to working
•Knowledge of Mac OSX
•Knowledge of ISO 27001
•Knowledge of ITIL
•Knowledge of MS Teams/Office365
•Foundation Certificate in ITIL
•Microsoft Certified Professional
Life at RWS
At RWS, we're here for one purpose: unlocking global understanding.
As a unique, world-leading provider of technology-enabled language, content, and intellectual property services, we remove the barriers to communication to make global connection possible. Our unrivalled experience and deep understanding of language have been developed over more than 60 years.
We work with over 80% of the world's top 100 brands, more than three-quarters of Fortune's 20 'Most Admired Companies' and almost all the top pharmaceutical companies, investment banks, law firms and patent filers. Our client base spans Europe, Asia Pacific and North and South America. Our 65+ global locations across five continents service clients in the automotive, chemical, financial, legal, medical, pharmaceutical, technology and telecommunications sectors.
