IT Support Engineer-1

AVEVA is creating software trusted by over 90% of leading industrial companies.

Salary Range:

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-1

Location: Philadelphia

Employment Type: Full-Time

The Job

Global Team Thinking, Customer First: 

• While you may have responsibility tosupport a specificAVEVAoffice(s)–Philadelphia, PA. You are part of a globalteam, so your approach to workwill 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 thatwe are not leaving our customersunattended duringcriticalwork stop issues, offering extended support to the wider team during time zonehandovers. 

Wider Team Collaboration: 

• We work closely with our otherI&Ofunctions (*SD, EUS, EUC, IDAM, UC, Change). We are here to support each other through all the implementation andongoing support challenges.  

BAUWorkload and Typical Responsibilities 

• Incidents:Monitor and support incoming incidents and requests through ServiceNow. 

• Collaboration: Use the TEAMS channels tocollaborate and work on issuestogether. 

• Activities:Supportnew hire onboarding, employee exit, manage IT stock and PC-Refresh requirements. 

• TheEnvironment:We use a combination of Microsoft Intune/Autopilot to deploy images and support a combination of Windows 10/11 along with MacOSdevices, so you should be comfortable supportingthese environments.We use Microsoft 365/Office applications, TEAMS formeetings, and collaboration activities. 

• AV Equipment:You will work with our unified communications teamin theongoing support andhealth check of thedevicesused in our meeting spaces. 

• Network Equipment: You will work with our global network teamin the on-going support and health-check of the devices used in ourIT comms rooms, raise awareness to any alarms, Cooling/HVAC issuesto avoid a major incident. 

• Metrics/KPI:You willagreewith your regionallead, current ticket volumes and whatgood looks like.  

• Remain curious: Seek outopportunitiesto automate/improve things, contribute to a culture where the team is alwaysthinking about automating a manualprocess or exploring opportunities toconsolidate or retire redundantworkflows. 

Other Activities but notexhaustive: 

• You willprovidesupportifrequired,for any major IT and Cyber related incident. 

• Work withourHardware team to manage theasset 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 ofhours,site related works tomaintain that your siteremainssecure and operational.  

Desired skills

• 2+ years of IT support or End User Services experience in a corporate environment. 

• Youshould haveexperience supporting users in offices andremote locations. 

• You should have multi-cultural awareness and understand the nuances of how employees fromdifferent 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 likeIntune,SCCM, or similar endpoint management solutions is a strong advantage. 

• Sound communication skills; you need to betrusted andunderstood by a field engineer inBangalorewhile equallycomfortable providing ‘white glove’ support to aVPin or out of region. 

IT at AVEVA

Our global team of 300+ IT professionals is responsible for the systems and platforms that keep AVEVA running. By empowering our colleagues and ensuring the smooth operation of the company, we help keep the business healthy and productivity high.  We also provide key support for the transformation and modernization efforts globally.

We pride ourselves on a collaborative, inclusive and authentic culture that provides a framework allowing for autonomy, whilst always being available for support and guidance. We respect the differences that each team member brings and seek to include those perspectives in our solutions for our business functions. The energy and sense of purpose is evident when talking to team members, you will feel part of something special from the first day you join.

Find out more:https://www.aveva.com/en/about/careers/

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.

Find out more: aveva.com/en/about/careers/benefits/

Hybrid working

We 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 process

Interested? 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

About AVEVA

AVEVA is a global leader in industrial software with more than 6,500 employees in over 40 countries. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life – such as energy, infrastructure, chemicals, and minerals – safely, efficiently, and more sustainably.

We are committed to embedding sustainability and inclusion into our operations, our culture, and our core business strategy. Learn more about how we are progressing against our ambitious 2030 targets: sustainability-report.aveva.com/

Find out more: aveva.com/en/about/careers/

AVEVA requires all successful applicants to undergo and pass a drug screening and comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check.  Certain positions dealing with sensitive and/or third-party personal data may involve additional background check criteria.

AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.  AVEVA provides reasonable accommodation to applicants with disabilities where appropriate. If you need reasonable accommodation for any part of the application and hiring process, please notify your recruiter. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.