IT EUS Engineer

The job

The primary focus of this role is to embark on a dynamic learning journey, actively participating in providing technical support to end-users, troubleshooting issues, and contributing to the enhancement of overall user satisfaction through hands-on experience and mentorship in the field of IT support.

Key responsibilities

• 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 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.
• Ensuring that knowledge is documented and distributed using the ServiceNow Knowledge base system
• 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.

• To be an active participant in the escalation process.
• Ensure that appropriate Data controls, processes, documentation, and procedures are followed.
• Be an active participant in the IT end user enablement business plan.
• 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.
• Act as an escalation point for more challenging technical issues.

Essential requirements

• Must have experience managing Microsoft products and services, including O365, Intune, Windows Autopilot, Active Directory, Azure Active Directory, Defender.
• Must be experienced in managing EUC hardware and software: Windows & Apple laptops, Apple iPhone.
• In-depth exposure to various IT hardware including communications and AV equipment.
• BitLocker encryption.
• Printer network troubleshooting.

Desired skills

• 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
• 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 experience of ITIL ITIL V4 certification desirable but not essential.
• Experience of working with ServiceNow would be desirable but not essential.
• Minimum 3 years experience.