On-site Technology Support Technician Associate
About The Position
The On-site Technology Support (OSTS) Technician provides high-level technical support, guidance, and advice to EY personnel in areas such as networking, telecommunications, and advanced technical support, in accordance with Firm policy. The role requires experience delivering in-person support in a highly professional environment and strong customer-interfacing skills. The technician applies technical knowledge to resolve complex technology issues, supports laptops and mobile devices, assists with print devices, and facilitates EY Technology solutions. The position also involves communicating system updates, managing inventory, documenting and tracking inquiries in ServiceNow, performing software and firmware upgrades and testing, contributing to postmortem analyses, sharing solutions across Global IT, and providing technical guidance to EY customer stakeholders.
Requirements
- Degree in Computer Science or a related discipline, or equivalent work experience in IT Support.
- Approximately 1–3 or more years of experience supporting IT products.
- Technical expertise in facets of PC support, which may include PC applications, hardware, tools, utilities, networking, and telecommunications.
- Excellent interpersonal, communication, and organizational skills.
- Ability to work simultaneously on multiple projects or assignments in a fast-paced, highly challenging environment.
- Ability to work effectively with high-level customers and management personnel.
- Excellent customer service skills.
- Background performing in-person support in a highly professional environment.
- Strong knowledge and understanding of Windows 10 and Office 365.
Responsibilities
- Act as a sub-area or national resource in On-site Technology Support, applying technical knowledge to develop and implement solutions to complex technology issues.
- Troubleshoot, maintain, and administer laptops, including Apple MacBooks.
- Support, set up, and configure Apple iOS and Android devices.
- Support HP, Xerox, and Canon print devices.
- Anticipate and respond to complex technology support issues.
- Provide in-person customer service to resolve complex technology issues.
- Perform root-cause analysis to recover from service interruptions and prevent recurring problems.
- Analyze the impact of decisions and guide others through the solution process to meet customer, OSTS, and Firm needs and objectives.
- Contribute to team efforts to enhance departmental effectiveness.
- Leverage multiple resources or coordinate with other teams to meet customer needs.
- Facilitate implementation and support of defined EY Technology solutions.
- Communicate system updates to customers as required.
- Coordinate, track, and maintain inventory.
- Document and track inquiry status, coordinate responses, and follow up to ensure customer satisfaction using ServiceNow.
- Perform software and firmware upgrades and testing as needed or as part of initiatives or projects.
- Proactively identify operational technical and support problems and solutions to prevent future occurrences.
- Participate in postmortem analysis of significant projects or events and share best-practice techniques and solutions.
- Share solutions throughout Global IT using appropriate channels and collaboration tools.
- Provide technical guidance and consult with EY customer stakeholders.
Benefits
- Medical coverage
- Dental coverage
- Pension plans
- 401(k) plans
- Paid time off options
- Flexible vacation policy
- EY Paid Holidays
- Winter and Summer breaks
- Personal and Family Care leave
- Other leaves of absence
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
