Description
Within Enterprise Technology, the On-site Technology Support team helps customers achieve their objectives and supports the creation of a better working world through services tailored to their needs.
The On-site Technology Support Specialist delivers assistance to customers at the relevant country or site through a range of technology-support activities. The position requires prioritizing work across various software and hardware technologies in a fast-moving setting.
Responsibilities
- Support the rollout of hardware and software for end users, including installing, configuring, and testing more complex firm hardware.
- Help manage onboarding and offboarding processes by preparing hardware and software for new hires and collecting equipment from departing employees.
- Help with, or coordinate, repairs to end-user hardware and reinstall software when needed to resolve user incidents.
- Address incidents involving firm-standard end-user hardware, software, and mobile/hand-held technologies, while identifying problem sources and patterns to avoid recurrence.
- With limited supervision, provide after-hours support for escalated issues and tasks referred by the Service Desk or supervisor.
- Complete assigned asset-management work, including procurement, receiving, inventory, tracking, and distribution, in line with firm policy and EY Technology process.
- Provide support for technology needs at firm-sponsored off-site functions and meetings.
- Assist with IT activities connected to office moves, buildouts, and relocations.
- Serve efficiently as “remote hands” for other EY Technology teams, including Telecommunications and Hosting.
- Maintain detailed knowledge of EY Technology’s structure and services to determine the best way to meet end-user technology needs and handle incidents.
- Develop sufficient understanding of the Firm’s business and organization to anticipate and solve technology problems that impact personnel productivity.
- Work under a supervisor’s direct oversight, with regular interaction for the assignment and monitoring of activities.
- Perform the role physically from an EY office.
Qualifications
- Have up to 0-1 year of experience supporting end-user technology.
- Demonstrate strong communication, interpersonal, organizational, and time-management abilities.
- Maintain an excellent customer-service mindset.
- Be able to collaborate effectively with end users and IT staff at every level.
- Communicate efficiently with both the supervisor and colleagues.
- A Bachelor's degree or comparable professional experience is preferred.
- Use effective analytical capabilities to resolve end-user incidents escalated by the service desk or raised directly by walk-up users.
- Make decisions generally limited to resolving one end-user issue, prioritize active incidents, and communicate those priorities to end users when needed.
What we offer
- Continuous learning: Build the mindset and abilities needed to manage whatever comes next.
- Success as defined by you: Receive the tools and flexibility to create meaningful impact in your own way.
- Diverse and inclusive culture: Be valued for who you are and encouraged to use your voice to help others discover theirs.
Build your professional impact with EY.
