Salary Range:$76,600.00 - $127,800.00
This pay range represents the minimum and maximum compensation that the position offers, and final compensation can vary within the range depending on work location, job experience, skills, and relevant educational attainment and/or training.Job Title: IT Support Engineer-1Location: PhiladelphiaEmployment Type: Full-Time
The Job Global Team Thinking, Customer First: - While you may have responsibility to support a specific AVEVA office(s) - Philadelphia, PA. You are part of a global team, so your approach to work will be broader and welcoming to your colleagues.
- You will use the 'follow the sun' approach in terms of delivering outstanding end-user experience and making sure that we are not leaving our customers unattended during critical work stop issues, offering extended support to the wider team during time zone handovers.
Wider Team Collaboration: - We work closely with our other I&O functions (*SD, EUS, EUC, IDAM, UC, Change). We are here to support each other through all the implementation and ongoing support challenges.
BAU Workload and Typical Responsibilities - Incidents: Monitor and support incoming incidents and requests through ServiceNow.
- Collaboration: Use the TEAMS channels to collaborate and work on issues together.
- Activities: Support new hire onboarding, employee exit, manage IT stock and PC-Refresh requirements.
- The Environment: We use a combination of Microsoft Intune/Autopilot to deploy images and support a combination of Windows 10/11 along with MacOS devices, so you should be comfortable supporting these environments. We use Microsoft 365/Office applications, TEAMS for meetings, and collaboration activities.
- AV Equipment: You will work with our unified communications team in the ongoing support and health check of the devices used in our meeting spaces.
- Network Equipment: You will work with our global network team in the on-going support and health-check of the devices used in our IT comms rooms, raise awareness to any alarms, Cooling/HVAC issues to avoid a major incident.
- Metrics/KPI: You will agree with your regional lead, current ticket volumes and what good looks like.
- Remain curious: Seek out opportunities to automate/improve things, contribute to a culture where the team is always thinking about automating a manual process or exploring opportunities to consolidate or retire redundant workflows.
Other Activities but not exhaustive: - You will provide support if required, for any major IT and Cyber related incident.
- Work with our Hardware team to manage the asset lifecycle for your region and users.
- Represent your site for any 'change management' related activities and raise concerns about timing or availability to support those activities.
- As needed, assist with any critical out of hours, site related works to maintain that your site remains secure and operational.
Desired skills- 2+ years of IT support or End User Services experience in a corporate environment.
- You should have experience supporting users in offices and remote locations.
- You should have multi-cultural awareness and understand the nuances of how employees from different locations and cultures may have different support expectations.
- A genuine belief that remote support, done well, leaves a lasting positive experience.
- Experience using an ITSM tool such as ServiceNow, Jira, etc.
- Sound experience supporting Windows 10/11 workstations, M365 applications, Entra ID/Active Directory, and resolving account related issues.
- Comfortable working and support smartphones and tablets running IOS and Android.
- Hands-on experience with remote support tooling; familiarity with platforms like Intune, SCCM, or similar endpoint management solutions is a strong advantage.
- Sound communication skills; you need to be trusted and understood by a field engineer in Bangalore while equally comfortable providing 'white glove' support to a VP in or out of region.
USA Benefits include:Flex work hours, 20 days PTO rising to 25 with service, three paid volunteering days, primary and secondary parental leave, well-being support, medical, dental, vision, and 401K.
It's possible we're hiring for this position in multiple countries, in which case the above benefits apply to the primary location. Specific benefits vary by country, but our packages are similarly comprehensive.
Hybrid workingWe work in a hybrid way at AVEVA. Most roles are based at a local AVEVA office, with an expectation of being on-site 50% of your working hours to support collaboration and connection. Some positions are fully office-based depending on the nature of the work, and certain roles that support specific customers or markets may be remote. The working arrangement for this position will be confirmed during the hiring process.
Hiring processInterested? Great! Get started by submitting your cover letter and CV through our application portal. AVEVA is committed to recruiting and retaining people with disabilities. Please let us know in advance if you need reasonable support during your application process.
Find out more: aveva.com/en/about/careers/hiring-process
