Technology Support Specialist

This range is provided by ACL Digital. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$35.00 / hr - $39.00 / hr

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Overview

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 / or high-level technical support - in accordance with Firm policy. The candidate should have a background performing in person support in a highly professional environment and possess very strong customer interfacing skills.

Responsibilities

• Act as a sub-area or national resource in On-site (OSTS) applying technical knowledge to develop and implement solutions to complex technology 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 technology support issues.
• Strong knowledge and understanding of Win10, Office 365.
• Instant Messaging tools; TEAMs.
• Excellent customer service skills, meeting with users in person to resolve complex technology issues.
• Ability to perform root cause analysis to quickly recover from service interruptions and to prevent recurring problems.
• Analyze the impact of decisions, and guide others through the solution process in order 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 in order 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 part of an initiative or project.
• Use root-cause analysis and troubleshooting at the operational level 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.

Qualifications

Seniority level

Employment type

Job function

Industries

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