IT EUX Senior Engineer

AVEVA is a global leader in industrial software. 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’re the first software business in the world to have our sustainability targets validated by the SBTi, and we’ve been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We’ve also recently been named as one of the world’s most innovative companies.

If you’re a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you! Find out more at AVEVA Careers.

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Purpose

The primary focus of this role is to provides rapid resolution of incidents and requests in relation to Laptops, desktops, and peripherals. The role also provides the building of Laptops and desktops. All whilst maintaining the highest customer satisfaction.

Duties & Responsibilities

• Support of existing solutions and hardware, including user devices and office IT equipment.

• Responsible for ensuring the priority of personal workload/ticket queue and management

• Ensure that SLA's, KPIs and monitored constantly

• Provide coaching and support to other more junior technical staff to perform regular IT operations and maintenance activities in small/remote offices.

• Ensuring that knowledge is documented and distributed using the ServiceNow Knowledge base system

• Be responsible for the lifecycle of IT hardware including the secure return and disposal of assets that contain data, ensuring that data is destroyed in accordance with AVEVA IT policy and with any current legislation.

• To be an active participant in the escalation process.

• Working with the rest of IT Service Operations, be able to identify and cross train activities that can be “shifted left” using documented knowledge as well as assisting in training plans

• Ensure that appropriate Data controls, processes, documentation, and procedures are followed.

• Be an active participant in the ITSO business plan.

• Ensure any actions taken as part of project work is completed in a timely manner.

• Monitor patching dashboard and act accordingly and in line with patching schedule to remediate any issues.

• Where appropriate work with junior colleagues on delegation of tasks to support the development of the individual.

• Ensure participation in team meetings as well as being present and available for regular 121s with Regional Manager

• Be able to provide occasional onsite support services at client locations and company events in cooperation with the relevant sponsors and stakeholders.

• Act as an escalation point for more challenging technical issues.

Experience Required

Skills:

• Systematic, disciplined, and analytical approach to problem solving with good attention to detail.

• Strong organisational, time management and multitasking skills with the ability to understand prioritisation of issues

• The ability to stay current on technology trends and to assess the benefit to AVEVA.

• Exceptional communication skills, both verbal and written

• Strong customer service skills; a good communicator, listener and someone who can express themselves concisely, accurately and with consideration.

• Knowledge and experience of ITIL – ITIL V4 certification desirable but not essential.

• Experience of working with ServiceNow would be desirable but not essential.

• Minimum 3 to 5 years experience in IT End User Support is required.

Knowledge:

• Must have experience managing Microsoft products and services, including O365, Intune, Windows Autopilot, Active Directory, Azure Active Directory, Defender.

• Must be experienced in managing EUC hardware and software: Windows & Apple laptops, Apple iPhone.

• In-depth exposure to various IT hardware including communications and AV equipment.

• BitLocker encryption.

• Printer network troubleshooting.

AVEVA requires all successful applicants to undergo and pass a 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.
 
Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.