On - Site Technology Support Specialist

EY On-site Technology Support Specialist (Associate) Build a Better Working World At EY, we're all in to shape your future with confidence. We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help build a better working world. On-site Technology Support Specialist (Associate) 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 team's mission is to help our customers fulfill their purposes and contribute to building a better working world by providing a fit-for-purpose support service. The On-site Technology Support Specialist provides this support to customers within the country or site by performing multiple technology support activities. This professional demonstrates the ability to prioritize tasks while working with multiple software and hardware technologies in a fast-paced environment. Your Key Responsibilities Facilitate and support the deployment of hardware and software to end users, including the installation, configuration, and testing of more complex firm hardware. Facilitate and support the provisioning and deprovisioning process, including setting up hardware and software for new hires, and receiving hardware from separating employees. Assist with, or coordinate, the repair of end-user hardware and the reinstallation of software as necessary to resolve end-user incidents. Resolve incidents associated with firm-standard end-user software and hardware, including mobile and hand-held technologies. Identify sources and trends of technical problems to prevent future occurrences. Under minimal supervision, provide after-hours service for escalated issues and tasks from the Service Desk or supervisor. Perform asset management activities (procurement, receipt, inventory, tracking, distribution, etc.) as assigned and in accordance with firm policy and EY Technology processes. Assist with off-site technology support for firm-sponsored functions and meetings. Assist with IT tasks related to office moves, build-outs, and relocations. 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 to anticipate and resolve end-user technology issues that affect the productivity of firm personnel. The role receives direct oversight from a supervisor with regular contact to assign and monitor activities. This role is required to physically work in an EY office. Skills and Attributes for Success Effective analytical skills are required to address end-user incidents escalated from the Service Desk or reported by end users through walk-up support. Experience with ServiceNow, including Incident Management, Change Management, etc. Experience with the NexThink tool. Decision-making responsibilities are generally limited to addressing a single end-user issue. Ability to prioritize incidents being worked on and communicate those priorities to end users as necessary. A Bachelor's degree or equivalent work experience is desirable. To Qualify for the Role, You Must Have Excellent communication, interpersonal, organizational, and time management skills. Excellent customer service attitude. Ability to liaise and work effectively with all levels of end users and IT personnel. Ability to communicate effectively with supervisors and peers. Approximately 24 years of experience in end-user technology support.