Job OverviewKey ResponsibilitiesDelivery 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\xe2\x80\x99s.
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\xe2\x80\x93end 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 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\xe2\x80\x99s 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\xe2\x80\x99s user base, the post holder will be required to travel between RWS\xe2\x80\x99s 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.
Skills & Experience
\xe2\x81\xa03 years\xe2\x80\x99 experience within an IT or Application support environment
Confidence, enthusiasm and commitment to finding new ways of working
Professional \xe2\x80\x93punctual, reliable, trustworthy, inspires confidence
Able to work as part of a team or independently
Self-confident
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
Citrix
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\xe2\x80\x99 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 / Linux
Knowledge of ISO 27001
Knowledge of ITIL
Knowledge of MS Teams/Office365
Foundation Certificate in ITIL
Microsoft Certified Professional
Life at RWSAt RWS, we\xe2\x80\x99re 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. As we look to shape the future, our ambition is to create a world where understanding is universal for everyone.We work with over 80% of the world\xe2\x80\x99s top 100 brands, more than three-quarters of Fortune\xe2\x80\x99s 20 \xe2\x80\x98Most Admired Companies\xe2\x80\x99 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.If you like the idea of working with smart people who are passionate about breaking down language barriers and giving back to their communities, then you\xe2\x80\x99ll love life at RWS. Our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong.We want every employee to grow as an individual and excel in their career. In return, we expect all our people to live by the values that unite us: to partner with colleagues and clients, to adopt a pioneering spirit, to be positive in progressing the work we do, and always to deliver what we promise.RWS ValuesGet the 3Ps right \xe2\x80\x93 Partner, Pioneer, Progress \xe2\x80\x93 and we\xc2\xb4ll Deliver together as One RWS.For further information, please visit:RWS embraces DEI 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 characteristicsRecruitment Agencies: RWS Holdings PLC does not accept agency resumes. Please do not forward any unsolicited resumes to any RWS employees. Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.