Senior Engineer - IT End User Services

Senior Engineer - IT End User Services

AVEVA is creating software trusted by over 90% of leading industrial companies. The company is looking for an IT End User Services focused Engineer with a strong background in engineering to join their growing team. The Engineer will be responsible for delivering exceptional IT support for IT end-user needs.

Key Responsibilities:

• Customer Service Excellence: Provide exceptional customer service by promptly addressing and resolving end-user issues with a friendly and professional demeanor.
• 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 SLAs, 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 and act as an escalation point for more challenging technical issues.
• Documentation: Create and maintain accurate documentation of incidents, requests, and resolutions to facilitate knowledge sharing and continuous improvement.
• 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.
• Ensure that appropriate data controls, processes, documentation, and procedures are followed.
• 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 1:1s 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.
• Continuous Improvement: Identify opportunities for process improvements and contribute to the development of best practices within the IT support team.

Essential Requirements:

• Strong knowledge of desktop operating systems (Windows, macOS), applications, and hardware including iOS and Android mobile phones.
• Must have experience in managing Microsoft products and services, including O365, Intune, Windows Autopilot, Active Directory, Azure Active Directory, MS Defender.
• In-depth exposure to various IT hardware including communications and AV equipment.
• Printer, network and infrastructure troubleshooting.
• Systematic, disciplined, and analytical approach to problem solving with good attention to detail.
• Strong organizational, time management and multitasking skills with the ability to understand prioritization of issues.

Desired Skills:

• 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 Services of ITIL – ITIL V4 certification desirable but not essential.
• Working with ServiceNow tool.
• Ability to work independently and as part of a team in a fast-paced environment.
• Minimum 3-5 years' experience.

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.

UK Benefits include:

Flexible benefits fund, emergency leave days, adoption leave, 28 days annual leave (plus bank holidays), pension, life cover, private medical insurance, parental leave, education assistance program.

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.

Hybrid working:

By default, employees are expected to be in their local AVEVA office three days a week, but some positions are fully office-based. Roles supporting particular customers or markets are sometimes remote.

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.

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/.

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.