IT Support Engineer:
As part of our Global IT team, the incumbent will be responsible for providing IT-related support to end-users across the region including VVIPs and senior stakeholders from time to time apart from supporting other users within the organization. Being hands-on and equipped with the know-how to solve IT related issues including some of the detailed tasks below but not limited to:
- Ensure that remote support and local tickets are being handled based upon priorities and agreed to SLAs and ensure that an effective and appropriate level of support is provided to the AVEVA user base.
- Provide feedback on the resolution of tickets and provide appropriate suggestions if improvements to existing processes are required.
- As an escalation point for incidents and requests that cannot be handled by standard or agreed processes.
- Prioritization of workloads in high-pressure environments.
- Systematic, disciplined, and analytical approach to problem-solving with good attention to detail.
- Knowledge, Skills & Experience Required
People Skills:
- Strong senior stakeholder management skills and experience in delivering exceptional customer service
- Experienced in working as a member of an IT team and working together despite the disparate locations and cultures.
- Being able to recommend new ways of working (not necessarily related to a technical solution only) or processes to improve on the effectiveness of the local/global IT Team.
- Good in communication and able to translate ideas and technical processes into easily consumable action points for the AVEVA user base as and when appropriate.
Technical Skills:
- The AVEVA technical strategy is for a Microsoft first approach supplemented by applications from other vendors to meet specific business needs. We expect the job holder to:
- Be strong in certain IT technical foundations and have a deep understanding on how these various technologies work and inter-relate.
- Desktop, Laptops Hardware
- Windows OS (client)
- Apple Mac OS
- Office 365
- Collaboration Tools: SfB, Teams.
- Printers (print server & devices)
- Active Directory administration
- BitLocker encryption
- IT Security fundamentals
- Virtualization
- BitLocker encryption
- In-depth exposure to various IT hardware including communications and AV equipment
Operating system – Windows clients OS, Mac OS would be an advantage.
Networking – LAN/WAN technologies (Wired and Wireless), Min basic knowledge on switches, router & Firewall HWs.
Hardware: Dell, desktops, Laptops, Mobile Phones, Printers, AV Meeting Rooms.
Other: Knowledge and experience of ITIL - ITIL certification desirable but not essential.
AVEVA
