On-site Technical Support

On-site Technical Support,

EY, Stamford, CT

Job Description

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture, and technology to become the best version of you. And we’re also counting on your unique voice and perspective to help EY improve.

Join us and build an exceptional experience for yourself and a better working world for all. The On-site Technology Support (OSTS) Technician provides high-level technical support, guidance, and advice to EY personnel in one or more of the following areas: networking, telecommunications, and high-level technical support – following Firm policy.

The candidate should have a background performing in-person support in a highly professional environment and possess solid customer interfacing skills.

Responsibilities (include but are not limited to)

• Act as a sub-area or national resource in On-site (OSTS), applying technical knowledge to develop and implement solutions to complex technical issues.
• Laptop troubleshooting, maintenance, and administration.
• Apple MacBook support and troubleshooting.
• Apple iOS and Android device support; setup and configuration.
• Knowledge and understanding of HP, Xerox, and Canon print devices.
• Anticipate and respond to complex technical support issues.
• Strong knowledge and understanding of Win10 and Office 365.
• Instant Messaging tools; TEAMs.
• Excellent customer service skills, meeting with users in person to resolve complex technical issues.
• Ability to perform root cause analysis to recover from service interruptions and prevent recurring problems quickly.
• Analyze the impact of decisions and guides others through the solution process to satisfy customer, OSTS, and Firm needs and objectives.
• Provide meaningful contributions to team efforts to enhance overall departmental effectiveness.
• Leverage multiple resources or coordinate with other teams to meet customer needs.
• Facilitate the implementation and support of defined EY Technology solutions.
• Communicate system updates to customers as required.
• Coordinate, track, and maintain inventory.
• Document and track the status of inquiries, coordinate appropriate responses and follow-up to ensure customer satisfaction using Service Now
• Perform software and Firmware upgrades and testing as needed or as part of an initiative or project.
• Use root-cause analysis and troubleshooting at the operational level, and work to proactively identify technical and support problems and solutions to prevent future occurrences.
• Participate in postmortem analysis of significant projects or events, sharing best practice techniques and solutions.
• Share solutions throughout Global IT using appropriate channels. Familiar with Yammer, SharePoint, and other collaboration tools.
• Provide technical guidance and consult with EY customer stakeholders.

To qualify, candidates must have

• Ability to work on-site at an EY office or client engagement site
• Degree in Computer Science or a related discipline; or equivalent work experience in IT Support
• Approximately 1-3 plus years of experience in support of IT products
• Technical expertise in various facets of PC support, which may include PC applications, hardware, tools, utilities, networking, telecommunications
• Excellent interpersonal, communication, and organizational skills
• Ability to simultaneously work on multiple projects or assignments in a fast-paced and highly challenging environment
• Able to work effectively with high-level customers and other management personnel
• Excellent Customer Service skills.

What we offer

Here, you can combine global opportunities with flexible working. As part of this role, you’ll work in a highly integrated, international team with the opportunity and tools to grow, develop and drive your career forward. The EY benefits package goes above and beyond, focusing on your physical, emotional, financial, and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer:

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility so that you can make a meaningful impact your way.
• Transformative leadership: We’ll give you the insights, coaching, and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

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