IT Support Engineer-1

AVEVA•Philadelphia, PA

4d•$76,600 - $127,800•Hybrid

About The Position

This role is part of a global IT support team, focusing on delivering outstanding end-user experience and supporting colleagues across different time zones using a 'follow the sun' approach. The IT Support Engineer will collaborate with various IT functions, manage daily operational tasks, and support a diverse range of hardware and software environments, including Windows, MacOS, Microsoft 365, and AV equipment. The position also involves contributing to continuous improvement by seeking automation opportunities and participating in IT and cyber incident response.

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 support expectations from employees in various locations and cultures.
Experience using an ITSM tool such as ServiceNow, Jira, etc.
Experience supporting Windows 10/11 workstations, M365 applications, Entra ID/Active Directory, and resolving account related issues.
Comfortable working with and supporting smartphones and tablets running IOS and Android.
Sound communication skills, able to communicate effectively with technical and non-technical stakeholders across different regions.

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.
Collaborate with team members using TEAMS channels to resolve issues.
Support new hire onboarding and employee exit processes.
Manage IT stock and PC-Refresh requirements.
Support Windows 10/11 and MacOS devices deployed via Microsoft Intune/Autopilot.
Support Microsoft 365/Office applications and TEAMS.
Work with the unified communications team to support and maintain AV equipment in meeting spaces.
Collaborate with the global network team to support and health-check network equipment in IT comms rooms, and report alarms or HVAC issues.
Agree on ticket volumes and performance metrics (KPIs) with the regional lead.
Seek opportunities to automate or improve processes and workflows.
Provide support for 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 'change management' activities and communicate concerns about timing or availability.
Assist with critical out-of-hours site-related works as needed to ensure security and operational continuity.