AVEVA is a global leader in industrial software. 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’re the first software business in the world to have our sustainability targets validated by the SBTi, and we’ve been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We’ve also recently been named as one of the world’s most innovative companies.If you’re a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you! Find out more at <a href="https://www.aveva.com/en/about/careers/" target="_blank">AVEVA Careers</a>.For more information about our privacy policy and how to manage cookies, visit our <a href="https://www.aveva.com/content/dam/aveva/documents/recruitment/AVEVA-Recruitment-Candidate-Fair-Processing-Notice-2024.pdf" target="_blank">Privacy Policy</a>.Job Title: Senior Engineer - IT End User ServicesLocation: Madrid ManoterasEmployment Type: Full Time (4 days Work from office office, 1 day WFH)<div><div><div>The JobAVEVA are looking for an IT End User Services focused Engineer with a strong background in engineering to join our growing team. The Engineer will be responsible for delivering exceptional IT Support for IT end-user needs. Key Responsibilities </div><div><ul><li>Customer Service Excellence: Provide exceptional customer service by promptly addressing and resolving end-user issues with a friendly and professional demeanour. </li><li>Support of existing solutions and hardware, including user devices and office IT equipment. </li></ul></div><div><ul><li>Responsible for ensuring the priority of personal workload/ticket queue and management  </li></ul></div></div><div><div><ul><li>Ensure that SLAs, KPIs and monitored constantly </li></ul></div><div><ul><li>Provide coaching and support to other more junior technical staff to perform regular IT operations and maintenance activities in small/remote offices and act as an escalation point for more challenging technical issues. </li></ul></div><div><ul><li>Documentation: Create and maintain accurate documentation of incidents, requests, and resolutions to facilitate knowledge sharing and continuous improvement. </li></ul></div><div><ul><li>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. </li></ul></div><div><ul><li>Ensure that appropriate Data controls, processes, documentation, and procedures are followed. </li></ul></div><div><ul><li>Ensure any actions taken as part of project work is completed in a timely manner. </li></ul></div><div><ul><li>Monitor patching dashboard and act accordingly and in line with patching schedule to remediate any issues.  </li></ul></div><div><ul><li>Where appropriate work with junior colleagues on delegation of tasks to support the development of the individual. </li></ul></div><div><ul><li>Ensure participation in team meetings as well as being present and available for regular 121s with Regional Manager </li></ul></div><div><ul><li>Be able to provide occasional onsite support services at client locations and company events in cooperation with the relevant sponsors and stakeholders. </li></ul></div><div><ul><li>Continuous Improvement: Identify opportunities for process improvements and contribute to the development of best practices within the IT support team. </li></ul></div><div></div><div>Essential Requirements:<div><ul><li>Strong knowledge of desktop operating systems (Windows, macOS), applications, and hardware including iOS and Android mobile phones.. </li></ul></div><div><ul><li>Must have experience in managing Microsoft products and services, including O365, Intune, Windows Autopilot, Active Directory, Azure Active Directory, MS Defender.  </li></ul></div><div><ul><li>In-depth exposure to various IT hardware including communications and AV equipment. </li></ul></div><div><ul><li>Printer, network and Infrastructure troubleshooting. </li></ul></div></div><div><ul><li>Systematic, disciplined, and analytical approach to problem solving with good attention to detail.  </li></ul></div><div><ul><li>Strong organisational, time management and multitasking skills with the ability to understand prioritisation of issues.</li></ul>Desired Skills</div><div><ul><li>The ability to stay current on technology trends and to assess the benefit to AVEVA. </li></ul></div><div><ul><li>Exceptional communication skills, both verbal and written </li></ul></div><div><ul><li>Strong customer service skills: a good communicator, listener and someone who can express themselves concisely, accurately and with consideration. </li></ul></div></div><div><div><ul><li>Knowledge and Services of ITIL – ITIL V4 certification desirable but not essential. </li></ul></div><div><ul><li>Working with ServiceNow tool </li></ul></div><div><ul><li>Ability to work independently and as part of a team in a fast-paced environment. </li></ul></div><div><ul><li>Minimum 3-5 years Experience. </li></ul></div></div></div>AVEVA requires all successful applicants to undergo and pass a 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.   Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.