The opportunity
We are looking for a 2nd Line IT support specialist to join On-site Technology Support (OSTS). We are the ‘face of Enterprise Technology’, providing services to end users in person within our offices. We provide and support the hardware and software our customers need to service our clients. We engage with customers at every opportunity to raise their awareness of and help them make the most of the available technology.
The selected candidate will enjoy working as part of a team and have a proactive helpful approach. You will be well organised and able to prioritise your workload. You will be passionate about technology and comfortable discussing technology topics with customers at all levels. And, you will be highly motivated to deliver exceptional client service.
Your key responsibilities
1. Resolving Incidents and Requests associated with end user software, PC hardware, mobile technologies, printers
2. Documenting all actions on the ticket in ServiceNow, detailing diagnostic and troubleshooting steps performed, and the resolution; where necessary, providing high quality escalations to Global support groups or external service organisations
3. Keeping customers informed on progress of their ticket until they have agreed the resolution
4. Maintaining a broad understanding of EY Technology and the Firm’s organisations and service offerings in order to identify the best outcomes for customers
5. Taking care of the firm’s hardware assets by timely and accurate recording of all asset assignments
6. Maintaining awareness of EY Information Security policies and processes and ensuring these are adhered to
7. Conference room support; may include Microsoft Surface Hubs, Microsoft Teams Rooms, AV equipment (speakers, cameras, and monitors/kiosks), regular meeting room checks.
8. Printer
9. Assisting with projects, including support for firm sponsored events, office moves or buildouts and TechBars (technology showcase)
10. Assisting with PC builds and configuration
11. Remote hands support for comms rooms; with direction from global specialist teams (eg, checking ports, tracing cables, rebooting hardware, upgrading devices)
12. VIP / White glove support for identified key leaders
13. As required, travel to other EY office locations
14. This role is required to physically work in an EY office.
Skills and attributes for success
15. Extensive experience supporting Windows and Microsoft 365 in an enterprise environment
16. Broad knowledge of PC hardware, mobile devices and peripherals
17. Excellent written and verbal communication skills
18. Exceptional customer service skills
19. Well organised, ability to multitask, prioritise your workload and meet SLAs
Ideally, you’ll also have
20. Three years support experience in a professional services organisation
21. Broad understanding of IP networking concepts
22. Experience working in an ITIL environment
23. Microsoft or other relevant professional qualifications
24. ServiceNow experience or similar service management tool
25. Mac support experience
What we offer you
At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn .
Are you ready to shape your future with confidence? Apply today.
To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.
EY | Building a better working world
EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.
Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.
EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.