Senior IT Service Delivery Engineer

Location:  Superior, Colorado                                    

About RWS:

RWS Holdings plc is the world’s leading provider of technology-enabled language, content management and intellectual property services. We help our customers to connect with and bring new ideas to people globally by communicating business critical content at scale and enabling the protection and realization of their innovations.

Our vision is to help organizations interact effectively with people anywhere in the world by solving their language, content and market access challenges through our collective global intelligence, deep expertise and smart technology.

Customers include 90 of the globe’s top 100 brands, the top 10 pharmaceutical companies and 18 of the top 20 patent filers worldwide. Our client base spans Europe, Asia Pacific, and North and South America across the technology, pharmaceutical, medical, legal, chemical, automotive, government and telecommunications sectors, which we serve from offices across five continents.

Founded in 1958, RWS is headquartered in the UK and publicly listed on AIM, the London Stock Exchange regulated market (RWS.L).

For further information, please visit: www.rws.com

Who are we?

The world’s leading provider of technology-enabled language, content management and intellectual property services. We help organizations find better ways to globalize their content, protect their ideas and connect with their audiences – anywhere in the world. 

Our 7500+ global team of talented people are united by a love of language and a passion for innovation. Our smart technologies are pushing the limits of what’s humanly possible and we provide a range of specialized services and advanced technologies to help you take your global content and ideas further.

If you like making an impact, helping others, taking a fresh look at processes and tools, furthering an open an innovative culture and tend to generally look at even the smallest task in the context of how it impacts the overall organization – we should talk!

What is this role?

The NASA IT Service Delivery team are responsible for the delivery of IT support services to our internal customers across our North and South American estate and is a key team within the wider Global IT Team. This NASA Team has wide-ranging tasks that provide IT support services to over 5000 end users across the Americas and 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 thought out RWS. Duties would include maintenance, support, and system upgrades on a variety of systems and technologies based in 38 countries globally.

Key Responsibilities:  

Delivery 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 1^st Line, 2^nd 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 3^rd party vendors to ensure regional 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 NASA 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. 

Requirements:

4 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 
• Office 365 Administration 
• Windows Microsoft Office 
• SCCM and VPRO 

• 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  

• 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) 

• Experience of using NMS systems 

• Group Policy 
• Knowledge of scripting in PowerShell , batch files or VBScripts 
• Backup Technology 

• Veeam 
• Backup Exec 
• Cloud Berry 

• GDPR

Benefits:

• Amazing benefits. (Seriously!)
• Infinite training, professional development and personal growth opportunities.
• The rare opportunity to impact how organizations communicate globally. There’s a reason we work with 90 of the top 100 brands.
• Smart, engaged co-workers, a culture of diversity, innovation and opportunity.
• Great work life balance!

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.

RWS embraces diversity 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 characteristics.

RWS is an Affirmative Action Employer.

For more information about EEO/AAP legislation please visit: https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf

RWS Employees hired for positions that require work on site at RWS offices, customer offices, and travel on behalf of RWS and/or in-person meetings will be required to comply with the RWS USA COVID-19 Vaccination and Testing Policy. RWS complies with federal, state, and local laws with regard to accommodations related to this policy.

Recruitment Agencies: RWS Group 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.

Salary Range - $55,000 - $65,430

Exempt

* This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.