Desktop engineer onsite support

The opportunity

As part of Enterprise Technology, the On-site Technology Supports 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 to end 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. 
• Resolve complex incidents associated with firm-standard end user software 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 management activities (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 to anticipate and resolve end user technology issues that affect productivity of Firm personnel
• This role is required to physically work in an EY office.

Skills and attributes for success

• 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.

To qualify for the role you must have

• 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