On-site Technology Support Technician

Manchester, England, United Kingdom

12/4/2024

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 counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Enterprise Technology provides reliable, secure and resilient technology services and solutions that enable an exceptional technology experience for over 300,000 EY people world-wide. As part of Enterprise Technology, you’ll be at the forefront of enabling innovative technologies including emerging collaboration tools and world-class-tier technology infrastructure.

Our aim is to build an outstanding customer experience with clear investment in innovation, alongside operational excellence that delivers efficient, quality services and solutions. You will work with technologists and business experts to meet the increasing pace of our business. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.

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

• Resolving Incidents and Requests associated with end user software, PC hardware, mobile technologies, printers
• 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. Keeping customers informed on progress of their ticket until they have agreed the resolution.
• Taking care of the firm’s hardware assets by timely and accurate recording of all asset assignments, including completing monthly inventories in line with Global processes.
• Conference room support; may include Microsoft Surface Hubs, Microsoft Teams Rooms, AV equipment (speakers, cameras, and monitors/kiosks), regular meeting room checks.
• Printer support and regular checks
• Remote hands support for comms rooms; with direction from global specialist teams (eg, checking ports, tracing cables, rebooting hardware, upgrading devices)
• Assisting with projects, including support for firm sponsored events, office moves or buildouts and TechBars (technology showcase)
• Providing every new joiner with a configured pc on day one and replacement of out of warranty pcs within your office(s) as advised by Refresh project lead
• Maintaining awareness of EY Information Security policies and processes and ensuring these are adhered
• Follow documented procedures and processes. Share knowledge with the OSTS wider team via eg TEAMs chats and the knowledge base. Stay updated on new technologies and processes, maintaining a broad understanding of EY Technology and the Firm’s services to identify the best outcomes for customers
• VIP / White glove support for identified key leaders
• Travel to other EY office locations or provide remote support as determined by co ordinators.
• This role is required to physically work in an EY office.
  
  

Skills And Attributes For Success

• Extensive experience supporting Windows and Microsoft 365 in an enterprise environment
• Broad knowledge of PC hardware, mobile devices and peripherals
• Excellent written and verbal communication skills
• Exceptional customer service skills
• Well organised, ability to multitask, prioritise your workload and meet SLAs
  
  

Ideally, you’ll also have

• Three years support experience in a professional services organisation
• Broad understanding of IP networking concepts
• Experience working in an ITIL environment
• Microsoft or other relevant professional qualifications
• ServiceNow experience or similar service management tool
• Mac support experience
  
  

What We Offer

As part of this role, you'll work in a highly integrated, globally diverse team with the opportunity and tools to grow, develop and drive your career forward. The EY benefits package goes above and beyond too, 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 you can make a significant 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 accepted for who you are and empowered to use your voice to help others find theirs.
  
  

Please apply to this role only through the ‘Apply’ link (not through the local office). Your application will then be routed to the appropriate recruiting team.

The Exceptional EY Experience. It’s Yours To Build.

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