EY Support Services 

United States, Texas, Dallas 

279373318

Responsibilities (include but 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 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 guides 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 coordinating 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, work to proactively identify technical and support problems and solutions to prevent future occurrence.
• 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

• 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.
  

• 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 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.