IT Service Delivery Engineer
- RWS Group
- 4 - 6 years
- Bengaluru
- 22 days ago
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Job Description
Job Purpose -
This role offers individuals with foundational skills the opportunity to expand their knowledge in core IT administration, end-user computing, networking, and business-critical application support. RWS is focused on building a first-class internal IT operation that provides tools, procedures, methods, support, and infrastructure for a rapidly expanding global organization.
This position requires working in shift-based schedules, providing support 24x5 with occasional evening and weekend work, with a planned expansion to 24x7 operations.
The ideal candidate is highly motivated, customer-focused, and committed to service delivery excellence.
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 RWSs 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.
Shift Timings -
There will be a rotational shift timing as mentioned below -
NASA - 8 :30 PM to 5 :30 PM (IST)
APAC - 9 to 6 PM (IST)
EMEA - 11 AM - 8 PM (IST)
Split shifts - 4 PM to 1 AM and 2 PM to 11 PM (IST)
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: RWS GroupLocation(s): Bengaluru
Keyskills: Desktop Support Troubleshooting L2 Support MS Office MS Office Outlook
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