Support Services

The On-site Technology Support (OSTS) Technician provides high-level technical support guidance and advice to EY personnel in one or more of the following areas: networking telecommunications and/or high-level technical support - in accordance with Firm policy. The candidate should have a background performing in person support in a highly professional environment and possess very strong customer interfacing skills.

Responsibilities (include but not limited to):

• Act as a sub-area or national resource in On-site (OSTS) applying technical knowledge to develop and implement solutions to complex technology issues.
• Laptop troubleshooting maintenance and administration.
• Apple MacBook support and troubleshooting.
• Apple iOS and Android device support; setup and configuration.
• Knowledge and understanding of HP Xerox and Canon print devices.
• Anticipate and respond to complex technology support issues.
• Strong knowledge and understanding of Win10 Office 365.
• Instant Messaging tools; TEAMs.
• Excellent customer service skills meeting with users in person to resolve complex technology issues.
• Ability to perform root cause analysis to quickly recover from service interruptions and to prevent recurring problems.
• Analyze the impact of decisions and guides others through the solution process in order to satisfy customer OSTS and Firm needs and objectives.
• Provide meaningful contributions to team efforts to enhance overall departmental effectiveness.
• Leverage multiple resources or coordinating with other teams in order to meet customer needs.
• Facilitate the implementation and support of defined EY Technology solutions.
• Communicate system updates to customers as required.
• Coordinate track and maintain inventory.
• Document and track the status of inquiries coordinate appropriate responses and follow-up to ensure customer satisfaction using Service Now
• Perform software and Firmware upgrades and testing as needed or part of an initiative or project.
• Use root-cause analysis and troubleshooting at the operational level work to proactively identify technical and support problems and solutions to prevent future occurrence.
• Participate in postmortem analysis of significant projects or events sharing best practice techniques and solutions.
• Share solutions throughout Global IT using appropriate channels. Familiar with Yammer SharePoint and other collaboration tools.
• Provide technical guidance and consult with EY customer stakeholders.

To qualify candidates must have:

• Degree in Computer Science or a related discipline; or equivalent work experience in IT Support
• Approximately 1-3 plus years of experience in support of IT products
• Technical expertise in various facets of PC support which may include PC applications hardware tools utilities networking telecommunications
• Excellent interpersonal communication and organizational skills
• Ability to simultaneously work on multiple projects or assignments in a fast-paced and highly challenging environment
• Able to work effectively with high level customers and other management personnel
• Excellent Customer Service skills.

• Continuous learning: Youll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: Well provide the tools and flexibility so you can make a meaningful impact your way.
• Transformative leadership: Well give you the insights coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: Youll be embraced for who you are and empowered to use your voice to help others find theirs.