Job Title –
Systems Support Engineer
SDL (LSE: SDL) is the leader in global content management and language solutions. With more than 20 years of experience, SDL helps companies build relevant digital experiences that deliver transformative business results on a global scale. Seventy-nine of the top 100 global brands trust SDL to simplify the complexity of managing content across multiple brands, websites, languages, and devices. Go global faster with SDL. Learn more at SDL.com and follow us on Twitter , LinkedIn and Facebook .
This challenging customer support role requires an excellent communicator with the ability to use their own initiative. The successful candidate will join our Technical Support Services team which is part of SDL’s Global Service Delivery team. This team provide IT Systems and Network infrastructure support to over 4000 end users across the globe.
The ideal candidate will be highly motivated with experience of providing 3 rd line support within a customer service environment.
Delivery of Support Services
Responsible for providing 3rd line support for SDL’s Global Systems and Network Infrastructure. This includes prioritising service calls and acting as a technical escalation point for high priority incidents.
Responsible for the configuration and maintenance of SDL’s IT infrastructure. This includes physical and virtual server infrastructure, back-ups, networking infrastructure and the maintenance of our physical server environments and data-centres.
Responsible for ensuring corporate anti-virus systems remain up to date and that all and any related incidents are recorded with Service Centre.
Responsible for the management of all issues assigned to them through the Service Centre incident management system. Ensuring that the status and history of issues are monitored, updated and closed on completion.
Responsible, as a technical resource for ensuring that service incidents are investigated and that those with unknown underlying root causes are captured as Problems and managed accordingly via the SDL Problem Management process.
Maintain the flow of information to all customers providing both timely feedback and information. This includes retaining responsibility for the progress and resolution of customer requests and communicating any updates directly to them.
Participate in projects with responsibility for the planning, co-ordination and prioritising of work.
Support the organisation with compliance to the following international standards, ISO9001, IS27001 and ISO14001.
Keep up to date with new developments in technology and their application within the in global content management and language solutions market. This includes understanding the processes required to support their use within SDL’s production environments.
The post holder may be required to work at or from any additional locations as may be determined by SDL. The post holder may also be required to travel between SDL offices during the performance of their duties.
Continual Professional Development
The post holder agrees to attend and contribute to staff meetings, customer forums, training courses, seminars and workshops, to ensure the development and enhancement of their working practices. The post holder also agrees that they will participate in all personal review meetings and take responsibility for their personal and professional development.
The post holder must not disclose any information of a confidential nature relating to SDL or the services that it provides to any customer or third party during or after their employment except in the proper course of their employment or as required by law.
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.
This job description is not exhaustive and can be altered in consultation with the post holder.
Criteria Relevant to the Role
Strong interpersonal and communication skills, both verbal and written in English
Ability to work in a shift rotation
Educated to degree standard
Microsoft Certified Professional
Foundation Certificate in ITIL
Excellent customer focused approach and commitment to service delivery with the ability to negotiate with and influence staff at all levels
Logical and methodical approach to working
Strong problem solving skills
Ability to prioritise workload
Strong interpersonal and communication skills, both verbal and written
In-depth knowledge of virtualization including Hyper-V, VMware.
In-depth knowledge of the configuration and management of Windows environments- specifically:
In-depth knowledge of networking technologies including TCP/IP, LAN, WAN and Wi-Fi
Knowledge and experience of configuring and maintaining anti-virus solutions; ideally Sophos
Knowledge of Mac OSX
Knowledge of ISO 27001
Knowledge of ITIL
Knowledge of Microsoft SharePoint an advantage
Knowledge of Skype for Business and VoIP
Minimum of 2 years’ experience within an IT or Application support environment
3 years’ experience within an onsite IT customer facing role or similar
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