Senior Associate - On-Site Technology Support - Enterprise Technology at EY

The opportunity: your next adventure awaits

Enterprise Technology (ET)

Enterprise Technology provides reliable, secure and resilient technology services and solutions to support over 300,000 EY people. As part of Enterprise Technology, you’ll 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 Support’s 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 activities.This 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 technologies.Identify 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 Technology’s organization and service offerings in order to identify how best to address end user technology needs and incidents.
• Understand the Firm’s 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.

What we look for

• 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
• A Bachelor's degree or equivalent work experience is desirable.
• 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 with all levels of end users and IT personnel.
• Ability to communicate effectively with supervisor and peers.
• Approximately 4-8 years of extensive experience in end user software and hardware and technology support

What’s in it for you

Here at EY, you’ll have the chance to build a truly exceptional experience. We’ll empower you with the latest technology, surround you with high-performing teams, and provide the global scale and diverse and inclusive culture you need to discover your full potential. Through our coaching and training programs, you’ll develop the skills you need to stay relevant today and, in the future, – all while building a network of colleagues, mentors, and leaders who will be on the journey with you at EY and beyond.

Click here to find out more about our benefits and corporate social responsibility.

Join Us – We Welcome Everyone!

At EY, inclusivity is at the heart of everything we do. We are committed to fostering a workplace where everyone has equal access to opportunities. If you require any reasonable accommodations during the recruitment process, we are happy to support you.

We encourage you to apply for the role and be part of our inclusive team. To learn more about our commitment to inclusivity, visit our website here . We look forward to receiving your application!

Are you ready to shape your future with confidence? Apply today.