On-site Technology Senior Support Specialist

On-site Technology Senior Support Specialist

(Senior Associate)

Enterprise Technology (ET)

Enterprise Technology provides reliable secure and resilient technology services and solutions to support over 300000 EY people. As part of Enterprise Technology youll be at the forefront of enabling innovative technologies including emerging collaboration tools and world-class technology infrastructure.

Our aim is to build an outstanding customer experience with clear investment in innovation alongside operational excellence that delivers efficient quality services and solutions. You will work with technologists and business specialists to meet the increasing pace of our business. That means more growth for you exciting learning opportunities career choices and the chance to make a real impact.

The opportunity

As part of Enterprise Technology the On-site Technology Supports mission is to help our customers fulfil their purposes and contribute to building a better working world by providing a fit for purpose support service.

The On-site Technology Support Senior Specialist provides this support to customers within the country or site by performing the highest level of multiple technology support professional provides meaningful contributions to team efforts to enhance effectiveness; acts creatively to prioritize tasks; interprets information; and applies technical knowledge to satisfy customer and firm objectives. This professional anticipates technology support issues and creates solutions with appropriate consultation.

Your key responsibilities

• Facilitate and support the deployment of hardware and software toend users(including the installation configuration and testing of more complex firm hardware).
• Assist with (or coordinate) the repair of end user hardware and the reinstallation of software as necessary to resolve end user incidents.
• Resolvecomplex incidentsassociated with firm-standardend usersoftware and hardware including mobile/hand-held sources and trends of technical problems to prevent future occurrences.
• Acts as a lead to less experienced specialists
• Provide after-hours service for escalated issues or tasks from the Service Desk or supervisor.
• Perform asset managementactivities(procurement receipt inventory tracking distribution etc.) as assigned and in accordance with firm policy and EY Technology process.
• Anticipates technology support issues and acts to creatively to prioritize tasks interpret solutions and apply knowledge to facilitate the development and implementation of technical business solutions to complex customer technology needs and issues
• Works independently on small projects and assesses the local needs of area offices and responds appropriately
• Document and track the status of enquiries coordinate appropriate responses and follow-up to ensure customer satisfaction
• Work effectively as remote hands for other EY Technology functions such as Telecommunications and Hosting.
• Maintain a thorough understanding of EY Technologys organization and service offerings in order to identify how best to address end user technology needs and incidents.
• Understand the Firms business and organization sufficiently toanticipate and resolveend user technology issues that affect productivity of Firm personnel
• This role is required to physically work in an EY office.

Skills and attributes for success

• Advanced analytical skills are required to address end-user incidents escalated from the service desk or offered by end user on walk-up issues.
• Decision making responsibilities can be made to address issues impacting large numbers of customers within the supported geography and communicate effectively to customers as necessary.
• Experience in leading projects and overseeing contribution and performance of project members
• ABachelors degree or equivalent work experienceis desirable.

To qualify for the role you must have

• Exceptional communication interpersonal organizational project and time management skills.
• Excellent customer service attitude.
• Demonstrated multitasking abilities in a fast-paced environment
• Ability to liaise and work effectively withall levels of end usersand IT personnel.
• Ability to communicate effectively with supervisor and peers.
• Approximately 4-8 years of extensive experience inend usersoftware and hardware and technology support

What we offer

As part of this role youll work in a highly integrated globally diverse team with the opportunity and tools to grow develop and drive your career forward. Here you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too focusing on your physical emotional financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Heres a snapshot of what we offer:

• 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 significant 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 accepted for who you are and empowered to use your voice to help others find theirs.