IT Support Engineer-1

AVEVA Software LLC; Philadelphia (Philadelphia County); Híbrido; USD 77.000 - 128.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical benefits

401K plan

PTO and volunteering days

Descripción de la vacante

AVEVA is seeking an IT Support Engineer-1 in Philadelphia to join a global IT team. You will handle end-user support, incident management, and device deployment across Windows and Mac environments, with a focus on delivering a seamless user experience.

You will work hybrid, collaborating with teams worldwide to resolve issues, support onboarding/offboarding, and maintain IT assets. A strong emphasis on customer-first support and effective communication is essential.

Formación

• 2+ years of IT support or End User Services experience in a corporate environment.
• Experience supporting users in offices and remote locations.
• Multi-cultural awareness and understanding of diverse support expectations.
• Belief that remote support, done well, leaves a positive experience.
• Experience using ITSM tools such as ServiceNow, Jira, etc.
• Experience supporting Windows 10/11 workstations and M365 applications, Entra ID/AD.
• Comfortable supporting iOS and Android devices.
• Hands-on with remote support tooling; familiarity with Intune, SCCM or similar endpoint management.

Responsabilidades

• Incidents: Monitor and support incoming incidents and requests through ServiceNow.
• Collaboration: Use the TEAMS channels to collaborate and work on issues together.
• Activities: Support new hire onboarding, employee exit, manage IT stock and PC-Refresh requirements.
• The Environment: Support Windows 10/11, MacOS, and Microsoft 365 applications; assist with device deployment and updates.
• AV Equipment: Support and health-check devices in meeting spaces in collaboration with the unified communications team.
• Network Equipment: Work with the global network team on IT communications devices; monitor alarms and address issues during handovers.
• Metrics/KPI: Align with regional lead on ticket volumes and define success.
• Remain curious: Look for automation opportunities and streamline workflows.
• Other Activities: Assist with major IT and Cyber incidents; manage asset lifecycle; participate in change management.

Conocimientos

IT support experience

Remote and office support

Multicultural awareness

Entra ID/Active Directory

IOS/Android device support

Strong communication

Herramientas

ServiceNow

Jira

Intune

SCCM

Microsoft 365

Descripción del empleo

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

Salary Range: $76,600.00 - $127,800.00

Job Title: IT Support Engineer-1

Location: Philadelphia

Employment Type: Full-Time

The Job Global Team Thinking, Customer First

While you may have responsibility to support a specific AVEVA office(s) – Philadelphia, PA. You are part of a global team, so your approach to work will 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 that we are not leaving our customers unattended during critical work stop issues, offering extended support to the wider team during time zone handovers. Wider Team Collaboration: We work closely with our other I&O functions (*SD, EUS, EUC, IDAM, UC, Change). We are here to support each other through all the implementation and ongoing support challenges.

BAU Workload and Typical Responsibilities

• Incidents: Monitor and support incoming incidents and requests through ServiceNow.
• Collaboration: Use the TEAMS channels to collaborate and work on issues together.
• Activities: Support new hire onboarding, employee exit, manage IT stock and PC-Refresh requirements.
• The Environment: We use a combination of Microsoft Intune/Autopilot to deploy images and support a combination of Windows 10/11 along with MacOS devices, so you should be comfortable supporting these environments. We use Microsoft 365/Office applications, TEAMS for meetings, and collaboration activities.
• AV Equipment: You will work with our unified communications team in the ongoing support and health check of the devices used in our meeting spaces.
• Network Equipment: You will work with our global network team in the on-going support and health-check of the devices used in our IT comms rooms, raise awareness to any alarms, Cooling/HVAC issues to avoid a major incident.
• Metrics/KPI: You will agree with your regional lead, current ticket volumes and what good looks like.
• Remain curious: Seek out opportunities to automate/improve things, contribute to a culture where the team is always thinking about automating a manual process or exploring opportunities to consolidate or retire redundant workflows.
• Other Activities but not exhaustive: You will provide support if required, for any major IT and Cyber related incident. Work with our Hardware team to manage the asset 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 of hours, site related works to maintain that your site remains secure and operational.

Desired skills

• 2+ years of IT support or End User Services experience in a corporate environment.
• You should have experience supporting users in offices and remote locations.
• You should have multi-cultural awareness and understand the nuances of how employees from different 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 like Intune, SCCM, or similar endpoint management solutions is a strong advantage.
• Sound communication skills; you need to be trusted and understood by a field engineer in Bangalore while equally comfortable providing ‘white glove’ support to a VP in 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.

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 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.

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