On - Site Technology Support Specialist

Ernst & Young Advisory Services Sdn Bhd; Mumbai; On-site; INR 600,000 - 850,000; Full time

Benefits offered by this job

Continuous learning

Diverse culture

Leadership coaching

Job summary

EY is seeking an On-site Technology Support Specialist to assist end users with hardware and software, deploy and test equipment, and manage provisioning for new hires and exits. You will work in a fast-paced environment, handling incidents and escalations with a focus on timely resolutions.

Ideal candidates will have 2–4 years in end-user technology support, strong communication skills, and experience with ServiceNow and NexThink.

Qualifications

• Bachelor's degree or equivalent work experience desirable.
• Experience in end-user technology support.
• Experience with IT service management.
• Strong communication and customer service orientation.

Responsibilities

• Provide on-site and remote support to EY end users, including hardware and software.
• Install, configure, and test firm hardware and software for end users.
• Coordinate provisioning and deprovisioning for new hires and separations.
• Resolve end-user incidents and identify trends to prevent recurrence.
• Provide after-hours support with minimal supervision.

Skills

End user support

Communication

Team collaboration

Customer service

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Nexthink

Job description

At EY, we're all in to shape your future with confidence.

We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.

Join EY and help to build a better working world.

Enterprise Technology (ET)

Enterprise Technology provides reliable, secure and resilient technology services and solutions to support over 300,000 EY people. As part of Enterprise Technology, you'll be at the forefront of enabling innovative technologies including emerging collaboration tools and world-class 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 specialists 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

As part of Enterprise Technology, the On-site Technology Support’s 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 Specialist provides this support to customers within the country or site by performing multiple technology support activities.This professional demonstrates ability to prioritize tasks, workingwith multiple software and hardware technologies, in a fast-paced environment.

Your key responsibilities

• Facilitate and support the deployment of hardware and software toend users(including the installation, configuration and testing of more complex firm hardware).
• Facilitate and support theprovisioning anddeprovisioningprocessing, including setting up of hardware/software for new hires, and receiving hardware from separating employees.
• Assist with (or coordinate) the repair of end user hardware and the reinstallation of software as necessary to resolve end user incidents.
• Resolveincidentsassociated with firm-standardend usersoftware and hardware, including mobile/hand-held technologies.Identify sources and trends of technical problems to prevent future occurrences.
• Under minimal supervision, provide after-hours service for escalated issues and tasks from the Service Desk or supervisor.
• Perform asset managementactivities(procurement, receipt, inventory, tracking, distribution, etc.) as assigned and in accordance with firm policy and EY Technology process.
• Assist with off-site technology support forfirm sponsoredfunctions/meetings.
• Assist with IT tasks related to office moves, buildouts and relocations.
• 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 toanticipate and resolveend user technology issues that affect productivity of Firm personnel
• The role receives direct oversight from a supervisor with regular contact to assign and monitor activities
• This role is required to physically work in an EY office.

Skills and attributes for success

• Effective analytical skills are required to address end-user incidents escalated from the service desk or offered by end user on walk-up issues.
• Experience in Service Now such as Incident Management, Change Management, etc
• Experience in NexThink Tool
• Decision making responsibilities are generally limited to addressing a single end-user issue; ability to be able to prioritize incidents being worked on and communicate those priorities to end users as necessary.
• ABachelor's degree or equivalent work experienceis desirable.

To qualify for the role you must have

• Excellent communication, interpersonal, organizational, and time management skills.
• Excellent customer service attitude.
• Ability to liaise and work effectively withall levels of end usersand IT personnel.
• Ability to communicate effectively with supervisor and peers.
• Approximately 2-4 years of experience inend usertechnology support

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. Here, you can combine global opportunity with flexible working. 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.

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

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EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients.