Senior IT Service Delivery Engineer

RWS

  • Bangalore, Karnataka
  • Permanent
  • Full-time
  • 11 days ago
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’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 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.
Skills & Experience
  • ⁠3 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
  • 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’ 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’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. 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’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.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’ll 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 – Partner, Pioneer, Progress – and we´ll 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.

RWS