Aveva Hiring for IT Services Engineer – L1 at India Full Time

Vacancy No VN7157

Vacancy Name IT Services Engineer – L1

AVEVA Employment Type Full Time Permanent

Primary Function GIS

Location Country India

Work Location

About our Opportunity bout AVEVA

AVEVA is a global leader in industrial software, driving digital transformation and sustainability. By connecting the power of information and artificial intelligence with human insight, AVEVA enables teams to use their data to unlock new value. We call this Performance Intelligence. AVEVA’s comprehensive portfolio enables more than 20,000 industrial enterprises to engineer smarter, operate better and drive sustainable efficiency. AVEVA supports customers through a trusted ecosystem that includes 5,500 partners and 5,700 certified developers around the world. The company is headquartered in Cambridge, UK, with over 6,500 employees and 90 offices in over 40 countries. Learn more at www.aveva.com.

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?

Location : Hyderabad

Job Title: Service Desk L1 First line Analyst

Job Purpose

To provide AVEVA Group internal Service Desk support across a broad range of technologies and liaises across multiple areas of the business to support Incidents, Problems and Service Requests. Responsible for handling IT Incidents and Service requests via Ticketing tool, email, phone call, instant message.

Dimensions

• Provide Service Desk first line support services applicable to AVEVA’s group-wide End-User Support.

Principal Accountabilities

• Ensure calls/emails are answered from clients and resolve 1st Line issues or escalate within the team when necessary
• Provide an exceptional level of customer service to end users (both via phone and email)
• Log tickets using service desk ticketing tool and allocate/assign tickets to appropriate resolving groups
• Ensure that SLA’s are being met for requests/incidents
• Manage the service desk workload and assist with ticket prioritisation
• Contribute to and where appropriate create knowledge articles, processes and procedures
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible to the Service Desk Team Leader.
• Works with other IT team members regarding OS/Application Deployments and upgrades.

24/7 Incident Response – Be available to provide effective support to End user’s incidents outside standard business hours.

Communication and Team Efficiency – Effective communication with all relevant parties and management, internal or external, on relevant IT issues or projects. Engage with the wider IT teams to support delivery of goals and objectives.

Policies & Procedures follow, review and recommend improvements to group and company procedures.

Training –IT departmental training where applicable. Provide skills transfer to others within the Security and wider IT Team.

Knowledge, Skills & Experience Required

The individual should be able to demonstrate:

• Previous IT service desk experience will be highly advantageous
• Exceptional communication skills, both written and spoken along with the ability to speak across all levels of technical ability
• Possess strong organisational skills with the ability to prioritise a busy workload
• Be a natural team player with a positive can-do attitude
• Knowledge of ITIL framework would be beneficial
• Install, upgrade, support and troubleshoot all Client OS’s and Microsoft Office products and any other authorised desktop applications.
• Maintain computer peripheral devices like printers and resolve associated problems.
• Administration on AD user accounts, Groups and Exchange mailboxes
• Install and maintain Windows and desktop software, service packs, patches, and anti- virus updates.
• Manage assets inventory and deployed desktop images to end users.
• Identifying issues and providing effective solutions to minimize repetition of similar conflicts
• Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
• Troubleshoot trouble tickets to resolve basic technical problems with desktop computing equipment.
• Up-to-date knowledge of the latest IT and software trends.
• Ability to quickly establish good working relationships with clients.
• Collaboration tools Cisco Jabber, VC, WebEx, Skype for Business

Technical Skills required:

• Experience with the following technologies would be advantageous:

Hyper-V, VMWare (will be advantage but not mandatory)

Office 365 administration

Server OS Installations.

• Microsoft Certification (MCSA) is desirable (will be advantage but not mandatory)
• Proficient in Microsoft Office Applications
• Communication and documentation skills

AVEVA is an Equal Opportunity Employer and we take pride in the diversity of our employees, valuing the special experience and expertise that people from different backgrounds bring to our business. The ability to develop ground-breaking technologies is one of our key assets and our people make it happen.

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.