IT End User Services Support Engineer

IT End User Services Support Engineer
(Madrid, Spain - Office based)

AVEVA infuses industrial software with intelligence to empower people to shape a sustainable future. We work with our customers and harness the power of our ecosystem to deliver operational agility and empower human expertise. Our solutions advance engineering and operations with Performance Intelligence. From water and energy to food and infrastructure, we inspire insights that transform opportunity into sustainable business value. We combine unparalleled intelligence with collaborative innovation to enable people and industries to thrive.

There are 6,000 of our people at 90 locations in more than 40 countries who challenge themselves and each other to create and improve the transformative technology our customers need. With our help, industries across the world can make a positive difference to the lives of people everywhere.

We take pride in our core values and the diversity of our people, valuing the unique experience and expertise that people from different backgrounds bring to our business. At AVEVA, we’re all about Limitless possibilities. Are you?

**Responsibilities**:
To provide IT support within agreed SLAs to AVEVA offices to maintain and develop the efficient and effective operation of the IT and communications systems to meet business requirements. 
- Helpdesk and Local Support:

- Ensure that locally and remote support tickets are being handled based upon priorities and agreed SLA’s and ensure that effective and appropriate level of support is provided to the AVEVA user base.
- Provide feedback on 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.
- Prioritisation of workloads in high pressure environments.
- Systematic, disciplined, and analytical approach to problem solving with good attention to detail.
- Manage assets and primary support Southern Europe - Spain, Italy also support rest of EMEA remotely to cover the earlier shift.
- Budget:

- Aid in cost control and providing feedback on budget execution plans.
- Always approach each Service Request with an effective resolution that includes both technical and cost elements baked in.
- Strategies, Policies & Procedures:

- Follow agreed IT policies and processes.
- Global Working:

- Champion good process documentation and technical excellence is shown in concluding IT projects.

Skills & Qualification:
People Skills:

- 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:

- 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)
- Office 365
- Collaboration Tools: SfB, Teams.
- Printers (print server & devices)
- Active Directory administration
- BitLocker encryption
- IT Security fundamentals
- Virtualisation
- BitLocker encryption
- In-depth exposure to various IT hardware including communications and AV equipment
- ITIL certification desirable

Languages - Fluency in English and Spanish. Proficiency in Italian would be desirable.

AVEVA is an Equal Opportunity Employer. We are committed to being an exemplar 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.
Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.

Concerning agencies: AVEVA does not accept unsolicited resumes and will not be responsible for fees related to such.

Tipo de puesto: Jornada completa

Horario:

- Turno de 8 horas