IT Support Engineer-1

AVEVA; Philadelphia (Philadelphia County); On-site; USD 77,000 - 128,000; Full time

Benefits offered by this job

Flex work hours

20 days PTO rising to 25 with service

Parental leave and volunteering days

401K

Job summary

AVEVA is seeking an IT Support Engineer-1 in Philadelphia to join a global IT team delivering end-user support across offices and remote locations. You will handle incidents, onboarding, asset management, and device management using Intune/Autopilot, Windows 10/11, and M365.

You will work with cross-functional teams and the unified communications and network groups to maintain secure, reliable IT services. Hybrid work arrangements are available with on-site collaboration.

Qualifications

• 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 different support expectations.
• Remote support done well leaves a lasting positive experience.
• Experience using ITSM tools such as ServiceNow, Jira, etc.
• Experience supporting Windows 10/11 and M365, Entra ID/AD issues.
• Comfort with iOS/Android devices and remote tooling.
• Familiarity with Intune, SCCM or similar endpoint management is a plus.
• Strong communication skills across regions.

Responsibilities

• Incidents: Monitor and support incoming incidents and requests through ServiceNow.
• Collaboration: Use TEAMS channels to collaborate and resolve issues.
• Onboarding/offboarding and asset management.
• Support Windows 10/11, MacOS, and Office 365 apps; manage devices.
• Work with AV equipment and network teams for health checks.
• Monitor ticket volumes and KPI targets with regional leads.
• Automate or improve manual processes and consolidate workflows.

Skills

IT support experience

Office and remote support

Cross-cultural awareness

Remote support mindset

ITSM tools (ServiceNow, Jira)

Windows 10/11, M365

Entra ID/AD management

Mobile device support (iOS/Android)

Intune/SCCM experience

Clear communication

Tools

ServiceNow

Jira

Intune

SCCM

Job description

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

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

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

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.