IT Support Engineer-1

AVEVA•Philadelphia, PA

3d•Hybrid

About The Position

AVEVA is creating software trusted by over 90% of leading industrial companies. This role is part of a global IT team responsible for the systems and platforms that keep AVEVA running, empowering colleagues and ensuring smooth operations to maintain high productivity. The IT Support Engineer will support a specific AVEVA office (Philadelphia, PA) as part of a global team, adopting a 'follow the sun' approach for end-user support and collaborating with other I&O functions. The role involves supporting new hire onboarding, employee exits, managing IT stock, and PC refreshes, while working with Microsoft Intune/Autopilot for device deployment (Windows 10/11, MacOS), Microsoft 365, TEAMS, AV equipment, and network equipment. The engineer will also assist with major IT and Cyber incidents, manage asset lifecycle, represent the site for change management activities, and provide critical out-of-hours support when needed.

Requirements

2+ years of IT support or End User Services experience in a corporate environment.
Experience supporting users in offices and remote locations.
Multi-cultural awareness and understanding of different cultural support expectations.
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 supporting smartphones and tablets running IOS and Android.
Sound communication skills.

Nice To Haves

A genuine belief that remote support, done well, leaves a lasting positive experience.
Hands-on experience with remote support tooling; familiarity with platforms like Intune, SCCM, or similar endpoint management solutions is a strong advantage.

Responsibilities

Monitor and support incoming incidents and requests through ServiceNow.
Use TEAMS channels to collaborate and work on issues together.
Support new hire onboarding and employee exit processes.
Manage IT stock and PC-Refresh requirements.
Support a combination of Windows 10/11 along with MacOS devices.
Support Microsoft 365/Office applications and TEAMS for meetings and collaboration.
Work with the unified communications team in the ongoing support and health check of AV equipment in meeting spaces.
Work with the global network team in the on-going support and health-check of network equipment in IT comms rooms, raising awareness to any alarms, Cooling / HVAC issues.
Agree with the regional lead on current ticket volumes and define what good looks like.
Seek out opportunities to automate/improve processes and contribute to a culture of automation.
Provide support during major IT and Cyber related incidents.
Work with the Hardware team to manage the asset lifecycle for the region and users.
Represent the site for any ‘change management’ related activities and raise concerns about timing or availability.
As needed, assist with any critical out of hours, site related works to maintain security and operational status.