On-site Technology Senior Support Specialist

EY; Taguig; On-site; PHP 558,000 - 893,000; Full time

Benefits offered by this job

Flexibile working options

Career development

Job summary

EY Technology in Taguig seeks an On-site Technology Support Senior Specialist to deliver high-level support for end-user hardware and software, within EY's technology framework. The role emphasizes proactive incident resolution, asset management and cross-team collaboration to ensure smooth client and staff operations.

You will act as a senior contributor, guiding less experienced staff, handling after-hours escalations, and maintaining the EY technology service standards while aligning with the

Qualifications

• 4-8 years of extensive experience in end-user software and hardware and technology support.
• Excellent communication, interpersonal, organizational, and time-management skills.
• Ability to liaise with all levels of end users and IT personnel.
• Bachelor's degree or equivalent work experience is desirable.

Responsibilities

• Facilitate and support deployment of hardware and software to end users, including installation, configuration and testing of complex firm hardware.
• Assist with repair of end-user hardware and reinstallation of software to resolve incidents.
• Resolve complex incidents related to firm-standard software and hardware, including mobile devices.
• Lead less-experienced specialists and provide after-hours support for escalated issues.
• Document and track inquiries and ensure customer satisfaction.

Skills

End-user support

Hardware troubleshooting

Project coordination

Excellent communication

Education

Bachelor's degree or equivalent

Job description

Location: Taguig

Other locations: Primary Location Only

Requisition ID: 1759320

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.

EY Technology

Technology has always been at the heart of what we do and deliver at EY. We need technology to keep an organization the size of ours working efficiently. We have 250,000 people in more than 140 countries, all of whom rely on secure technology to be able to do their job every single day. Everything from the laptops we use, to the ability to work remotely on our mobile devices and connecting our people and our clients, to enabling hundreds of internal tools and external solutions delivered to our clients. Technology solutions are integrated in the client services we deliver and is key to us being more innovative as an organization.

EY Technology supports our technology needs through three business units:

Client Technology – focuses on developing new technology for our clients. It enables EY to identify new technology-based opportunities faster and pursue those opportunities more rapidly

Enterprise Technology (ET) - ET supports our Core Business Services functions and will deliver fit-for-purpose technology infrastructure at the cheapest possible cost for quality services. ET will also support our internal technology needs by focusing on a better user experience.

Information Security (Info Sec) - Info Sec prevents, detects, responds and mitigates cyber-risk, protecting EY and client data, and our information management systems.

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 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.

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.

What working at EY offers

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:

• Support, coaching and feedback from some of the most engaging colleagues around.
• Opportunities to develop new skills and progress your career.
• The freedom and flexibility to handle your role in a way that’s right for you.

EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.

EY, an equal employment opportunity employer (Females/Minorities/Protected Veterans/Disabled), values the diversity of our workforce and the knowledge of our people.

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

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