IT Service Delivery Engineer

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.

Key Responsibilities

• Respond to inbound emails, calls, and tickets from users experiencing technical IT issues (software and hardware), aiming to resolve them with a high level of customer service.
• Responsible for tracking incidents, managing change requests, and handling service requests from initial identification through to resolution, ensuring appropriate logging and escalation categories are used.
• Interact with users to resolve IT-related concerns, providing timely IT support in line with company SLAs.
• Deliver end-user IT support for internal RWS employees, ensuring a positive, consistent, and high-quality customer experience.
• Manage Service Desk (IVANTI) tickets to ensure timely resolution; end-user support may be provided through face-to-face interactions, phone, email, TeamViewer, or MS Teams.
• Perform basic and intermediate-level technical troubleshooting within defined scope.
• Ask targeted questions to users to quickly diagnose issues and escalate promptly if necessary.
• Monitor and track issues through to resolution (if within the scope of second-level support) within agreed time limits.
• Escalate complex incidents to appropriate higher-tier support in line with company processes to ensure customer needs are met.
• Support Windows operating system, software installations, and upgrades using SCCM.
• Troubleshoot environments including VMware vCenter, Windows Server, EMC SAN storage, and backup technologies.
• Plan and organize daily workload, prioritizing service calls and adjusting tasks to support high-priority operational requirements.
• Provide technical support using remote-control software, email, phone, or chat to RWS’s global user base.
• Manage assigned issues through the Service Desk incident management system.
• Ensure the status and history of issues are accurately monitored, updated, and closed upon resolution.
• Adhere to policies and procedures, suggesting improvements to support processes for better service quality.
• Follow security processes in line with company policies and regulations.
• Maintain documentation, procedures, and standards, and submit asset information as required.
• Gather and document comprehensive information for escalation teams to conduct advanced investigations.
• Collaborate with teams such as Business Applications when resolution depends on application-side changes or fixes.
• Participate in ongoing development by engaging in ad-hoc project work as required.

Skills & Experience

•  4 – 6 years in an IT support environment.
• Windows Server (2012/2016/2019/2022).
• Microsoft Office, Active Directory, and Office 365.
• Windows Desktop (10/11)
• Microsoft Exchange
• Basic networking protocols (TCP/IP).
• Antivirus technologies.
• Internet technologies (WWW, FTP, Email, TCP/IP, VPN).
• Expertise across multiple ITSM toolsets.
• Proven ability to reduce call volumes through trend analysis and service improvements.
• Experience working in customer-focused environments.
• Strong troubleshooting and fault-finding skills.
• Ability to remotely guide users through IT systems to gather relevant information.
• Strong verbal and written communication skills (English).
• Professional and approachable email/telephone manner with excellent interpersonal skills.
• Proficiency in using email and Microsoft applications.
• Willingness to work in a shift-based schedule.

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. 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.   

Over the past 20 years we’ve been evolving our own AI solutions as well as helping clients to explore, build and use multilingual AI applications. With 45+ AI-related patents and more than 100 peer-reviewed papers, we have the experience and expertise to support clients on their AI journey.

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 Values 

                  Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as One RWS.

For further information, please visit: RWS   

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 characteristics

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