Senior Engineer - IT End User Services

AVEVA; Manoteras; Presencial; EUR 35.000 - 50.000; Jornada completa

Descripción de la vacante

A global industrial software leader in Spain seeks an IT End User Services Engineer to provide excellent support for end-user needs. Candidates should have extensive experience with desktop operating systems, Microsoft products, and strong troubleshooting skills. The role requires 3-5 years' experience and abilities in customer service and process improvement. This position offers a hybrid work model with an emphasis on collaboration.

Formación

• Minimum 3-5 years' experience in IT support.
• Strong customer service skills are essential.
• Knowledge of ITIL – ITIL V4 certification desirable.

Responsabilidades

• Provide exceptional customer service by addressing end-user issues.
• Support existing solutions and hardware, including user devices.
• Ensure SLA’s and KPIs are monitored constantly.
• Create and maintain accurate documentation of incidents.
• Be responsible for the lifecycle of IT hardware.
• Identify opportunities for process improvements.

Conocimientos

Strong knowledge of desktop operating systems (Windows, macOS)

Experience managing Microsoft products and services

In-depth exposure to various IT hardware

Printer, network and infrastructure troubleshooting

Systematic and analytical problem solving

Strong organisational skills

Herramientas

ServiceNow

Descripción del empleo

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 .

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Job Title

Senior Engineer - IT End User Services

Location

Madrid Manoteras

Employment Type

Full Time (4 days Work from office office, 1 day WFH)

The Job

AVEVA are looking for an IT End User Services focused Engineer with a strong background in engineering to join our 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 demeanour.
• 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 andmonitored 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 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.
• 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 organisational, time management and multitasking skills with the ability to understand prioritisation 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.