IT Support Engineer-1

AVEVA•Philadelphia, PA

6d•$76,600 - $127,800•Hybrid

About The Position

AVEVA is hiring an IT Support Engineer to support its Philadelphia, Pennsylvania office as part of a global IT team. The role contributes to an outstanding end-user experience through a “follow the sun” support approach, including support during time-zone handovers and critical work-stopping issues. The position works collaboratively with other Infrastructure and Operations functions and global teams. The role supports a mixed device environment, including Windows 10/11 and macOS computers, smartphones, and tablets. It uses Microsoft Intune and Autopilot for deployment, Microsoft 365 and Office applications, Teams for collaboration, and ServiceNow for incidents and requests. The engineer also supports meeting-room audiovisual equipment and IT communications-room equipment, coordinating with unified communications and network teams. AVEVA describes its IT organization as a global team of more than 300 professionals responsible for systems and platforms, business support, and transformation and modernization efforts. The position is hybrid; AVEVA generally expects employees in most office-based roles to work onsite for 50% of their working hours, but the arrangement for this position will be confirmed during hiring. The role may require assisting with critical out-of-hours site work as needed. Successful applicants must pass a drug screening and comprehensive background check before starting.

Requirements

At least 2 years of IT support or End User Services experience in a corporate environment.
Experience supporting users in offices and remote locations.
Multicultural awareness and understanding that employees in different locations and cultures may have different support expectations.
Belief in providing a positive user experience through effective remote support.
Experience using an IT service management tool such as ServiceNow or Jira.
Experience supporting Windows 10/11 workstations and Microsoft 365 applications.
Experience with Entra ID/Active Directory and resolving account-related issues.
Ability to support smartphones and tablets running iOS and Android.
Sound communication skills, including the ability to support users across locations and provide white-glove support to senior leaders.

Nice To Haves

Hands-on experience with remote-support tooling.
Familiarity with Intune, SCCM, or similar endpoint-management solutions.

Responsibilities

Monitor and support incoming incidents and service requests through ServiceNow.
Collaborate with colleagues through Teams and coordinate with other Infrastructure and Operations functions.
Support new-hire onboarding and employee exits.
Manage IT stock and PC-refresh requirements.
Support Windows 10/11 and macOS devices, Microsoft 365/Office applications, and end-user environments.
Support meeting-space audiovisual equipment and perform ongoing health checks in coordination with the unified communications team.
Support IT communications-room equipment and perform health checks in coordination with the global network team; raise awareness of alarms and cooling or HVAC issues to help avoid major incidents.
Agree on ticket-volume measures and performance expectations with the regional lead.
Seek opportunities to automate processes, improve workflows, and consolidate or retire redundant workflows.
Provide support when required 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 in change-management activities and raise concerns about timing or support availability.
Assist with critical out-of-hours site-related work as needed to keep the site secure and operational.
Provide support across time zones during handovers and help address critical work-stopping issues.