IT Service Delivery Engineer

Job Purpose - This exciting, fast-paced internal facing role requires an excellent customer-oriented communicator with an ability to use their own initiative and to work as a team or independently. The successful candidate will join the 2nd Line Support Team, part of RWS’s Group Technology Team. This team provides IT support services to over 8000 end users across the globe.

Key Responsibilities-

• Taking inbound emails/calls/tickets from users with technical IT issues (software & hardware) with the view to resolving by providing a high level of customer service.
• Responsible and accountable for the tracking of incidents, change management 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.
• Provide end-user IT support for internal RWS employees, ensuring that the end-to-end customer experience is positive, consistent and high quality.
• Manage Service Desk (IVANTI) tickets to ensure all cases are dealt with on time; end user support may be provided face to face, via phone, email , teamviewer or MS TEAMS.
• Performing basic and intermediate level technical troubleshooting for issues/problems as per the scope defined.
• Asking the customers targeted questions to quickly understand the root of the problem and escalating promptly if required.
• Keeping track of the issues through to resolution (if the issue can be resolved within the scope of the 2nd Level), within agreed time limits.
• Escalate complex incidents to appropriate upper-line support members in line with company processes to ensure customer demands are met.
• Provide support for Windows operating system and software installations and upgrades using SCCM.
• Troubleshoot environments including VMware vCenter, Windows Server, EMC SAN storage and backup technologies.
• Responsible for planning and organizing daily workload. This includes prioritizing 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 and email or phone call or chat support to RWS’s Global user base.
• Responsible for the management of all issues assigned to them through the Service Desk 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.
• Following security processesin line with company processes and regulations.
• Follow procedures, maintain documentation and standards and collate and submit asset information as required.
• Gathering and documenting as much information as possible for the escalation teams to perform an advanced investigation on the issue
• Collaborate with other teams like Business Applications, etc., when the resolution of the reported IT issues is dependent on the change or fix which is to be implemented on the application side.
• As part of continued development, the role will require ad-hoc project work to be carried out.

Skills & Experience-

• 8 –12 years’ experience within an IT support environment.
• Bachelor’s degree in Science or Computers.
• Windows Server 2012/2016/2019/2022.
• Microsoft Office, Active directory and O365.
• Windows Desktop 10/11.
• Microsoft Exchange.
• Basic Networking protocols TCP/IP.
• Antivirustechnologies.
• Internet technologies (WWW \ FTP \ EMAIL \ TCP\IP \ VPN).
• Expertise across multiple ITSM toolsets.
• Proven expertise in reducing call volumesthrough trending and service improvement.
• Previous experience working within a customer-focused environment is essential.
• Strong fault-finding skills, combined with the ability to guide people remotely through IT systems to gather pertinent information.
• Good verbal and written communication skills (English).
• Excellent email/telephone manner and good interpersonal skills .
• PC literate with working knowledge of using Email and Microsoft packages.
• Willingnessto work in shift-based schedule.

About Group Technology

Group Technology plays a pivotal role in aligning the organization with its strategic objectives and enhancing shareholder value. Group Technology is responsible for establishing unified standards and governance practices throughout the company. Additionally, we oversee the development and maintenance of core applications essential for the seamless operation of various functions across the organization. We are committed to driving and executing future roadmaps that are in line with the overall strategic direction of RWS.

With a global reach, Group Technology provides support services to over 7500 end users worldwide. We take pride in managing the information security operation and safeguarding all our assets. Our core functions encompass Enterprise & Technical Architecture, Network & Voice, Infrastructure, Service Delivery, Service Operations, Data & Analytics, Security & Quality Compliance, Transformation, Application Development, Enterprise Platforms, With a dedicated team of over 500 staff, Group Technology ensures a strong presence across all regions, enabling efficient and effective support to our global operations.