Friday, 22 July 2011

IT Support

Job Code: 2531
Division: SDS
Location: London, UK UK
Travel Involved: Not Specified
Job Type: Full Time
Job Level: Experienced
Education: Associates Degree or Equivalent
Category: Information Systems
Schawk, Inc., (NYSE: SGK), is a leading provider of brand point management services, enabling companies of all sizes to connect their brands with consumers to create deeper brand affinity. With a global footprint of more than 60 offices, Schawk helps companies create compelling and consistent brand experiences by providing integrated strategic, creative and executional services across brand touchpoints. Founded in 1953, Schawk is trusted by many of the world's leading organizations to help them achieve global brand consistency.

Schawk Digital Solutions (SDS), a subsidiary of Schawk, Inc. is a leader in the development of content-centric technology and solutions. SDS serves the consumer products company, retail, pharmaceutical and media and entertainment industries with software and services that help these companies create compelling and consistent brand experiences. By aligning workflow technology with strategic business objectives, SDS products such as BLUE, MPX, MediaLink, Envision, RPM (Retail Performance Manager), and CPM (Campaign Performance Manager) empower companies to transform their graphic workflows to achieve a competitive advantage in the marketplace. Headquartered in Chicago, SDS has offices in Los Angeles, London and Singapore.

Job Summary

The Service Desk Engineer’s (SDE) objective is to provide support for the end-users of SDS applications and the server systems needed to run those applications. The SDE will evaluate the request and return issue resolution back to the requestor in a timely manner (sometimes driven by pre-defined SLA’s) and with the highest level of quality possible. The SDE will also execute project work assigned by Global Service Desk Manager, IT Manager, and/or Director of Infrastructure. The Service Desk Engineer will be evaluated primarily on how quickly they respond to end-user/IT support requests and will strive for an error-free service record

Job Responsibilities
•Incident Management – Technical Support (Primary Function)

•Provide inbound/outbound phone and email Technical Support to
users of SDS web based

•Systems/Software, partners and internal staff

•Investigate, troubleshoot and resolve client support requests
in a timely fashion or according to pre-defined SLA’s.

•Log client calls and issues into the Service Desk system in
order to manage client information

•Manage the life cycle of all assigned trouble tickets per
management communicated processes, procedures and workflows,
including the proper escalation in and out of the SDS Service Desk

•Manage client support issues and escalate as required (includes
assigning, routing issue information, status tracking, resolution

•Maintain open and frequent communications with Client
Relationship Manager with regards to client activity

•Ensures that assigned trouble tickets are updated regularly
with clear and concise notes that indicate actions needed to complete

•Provide reports of incident management activity upon request
for both internal staff and external users.

•Will be required to receive and respond to client issues in a
timely manner to adhere to client contractual SLAs

•Provide SDS internal staff with technical/desktop support if
needed in addition to the technical/desktop support provided by
Corporate IT/Service Desk.

•Event Management – Technical Support (Primary Function)

•Use available tools to monitor system performance, security and
quality and respond immediately (depending on shift and escalation
path) to alerts when performance, security or quality monitors fail
or exceed alert thresholds

•Gather and compile detailed issue information and propose

•Will be required to skillfully and quickly resolve, escalate
and/or conduct root-cause analysis activities and follow established
SOP for Non-Conforming Product, the SOP for Unplanned Downtime, or
other SOP, work instruction or process as directed.

•Review all information available to maintain a high level of
performance, security and quality, including logs,reports, external
monitoring tools, and direct interaction with the application
interface and/or manual queries of the data

•Perform client site maintenance activities

•Will be required to receive and respond to system alerts in a
timely manner to ensure adherence with uptime requirements and
performance SLAs

•Ensure client systems are performing at optimal levels (within
established SLAs) to ensure uninterrupted business functions with the
highest level of performance, security and quality possible

•Request Management - Implementation, Upgrade and Project
Support: (Secondary Function)

•Provide IT security, software, configuration and hardware
change request services upon request, mostly from other internal SDS
departmental staff.

•Will be required to finish RFC and project work in a timely
manner according to SDS strategies and goals

•Follows the change control process and documents all changes
and procedures correctly

•Strict adherence to the documentation standards for change
control, proving a very high level of detail and accuracy in all
change control documents.

•Strict adherence to the approval mechanism required before
changes can commence

•Implements changes as needed, directed or via Change Control
without error or causing other issues

•Will be required to write and execute detailed FDA validation
style documentation for installations and

•upgrades of software

•Support upgrade planning and execution activities (i.e., client
contact/notification, IT requests, change

•control/configuration requirements, testing)

•Perform implementation and upgrade application, integration and
user acceptance testing

•Document test results as a quality record and report all
failures for appropriate resolution

•Provide IT desktop procurement requests for SDS internal

•Internal Project Support - Implementation, Upgrade and Project
Support: (Secondary Function)

•Provide work as requested for internal projects for SDS IT,
problem management, Client/Implementation

•Services, QC and Development.

•Provide support for the build process of new sites using the
Load Application

•Occasional element/file population duties

•Contributes to Product and Customization Testing

•Complete special projects as assigned

•Support implementation services, client services and user
acceptance testing for new SDS client

•implementations, upgrades and customizations, as well as
testing Schawk Digital Solution’s (SDS) new product offerings for the
SDS Development & QC Team.

•Contributes to Product and Customization Testing

•Complete special projects as assigned

•Support implementation services, client services and user
acceptance testing for new SDS client implementations, upgrades and
customizations, as well as testing Schawk Digital Solution’s (SDS)
new product offerings for the SDS Development & QC Team.

Qualifications / Requirements
•Able to provide strong interpersonal and communication
skills(written and verbal)

•Must have excellent attention to detail

•Strong analytical troubleshooting skills and the ability to own
problems through to resolution

•Able to work within diverse endironments, through all levels of
hte business and sometimes with irate customers.

•Must have strong planning ability to meet client and internal
SLA’s as well as release schedules.

•Able to work unsupervised

•Must be proactive and able to juggle multiple work streams

•Able to be calm and work well under pressure

•Able to meet targets and deadlines.

•Demonstrate a proactive approach and ability to establish and
implement robust support processes

•Able to interpret a variety of instructions and technical
information furnished in written, oral, diagram or

•schedule form.

•Must have awareness of the ITIL standards and be able to show
an appreciation of how it is used within online ticketing systems
used for Incident, Event, Request, Problem and Configuration

•Incident, Event and Request Management Services as they relate
to end-user/IT support requires knowledge in

•the following areas:

•Intel based servers – Required

•Windows 2003 – Required

•Windows 2008 - Required

•IIS 6 / 7 - Required

•MS SQL 2000 / 2005 - Required

•TCP/IP, DNS, NAT, Networking knowledge - Required

•Tomcat 5 / 6, Websphere or Weblogic (Java Virtual Machine)-

•Remote Server Administration - Required

•Subversion – Desirable

•F5 - Desirable

•Java (jsp, servlet) experience – Desirable

•Code4ward Royal TS – Desirable (UK-only)

•Overland Backup Tape storage device – Desirable (UK-only)

•VMware ESX experience – Required (UK-only)

•Request Management as it relates to SDS internal staff desktop
support, or how these technologies interact with

•SDS applications.

•Dell/HP laptops and desktops

•Microsoft Office 2003 / 2007 - Required

•Windows XP, Vista, 7 - Required

•Creative Suite CS 3/4 - Desirable

•Mac OS X - Desirable

•Microsoft Visio 2003 / 2007 - Desirable

•Microsoft Project 2003 / 2007 - Desirable

•Cisco VPN - Desirable


•WinZIP - Desirable

•WebEx - Desirable



•Efficient use of Microsoft Office products including the
ability to learn new software products.

Personal Performance Factors
•Integrity/Ethics - deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, and conveys good news and bad.
•Perseverance - targets and achieves results, sets challenging goals, prioritizes tasks, overcomes obstacles, accepts accountability, sets team standards and responsibilities, provides leadership/motivation.
•Adaptability/Flexibility - Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, and adjusts plans to meet changing needs.
•Teamwork - Meets all team deadlines and responsibilities, listens to others and values opinions, helps team leader to meet goals, welcomes newcomers and promotes a team atmosphere.
•Initiative - Tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development.