Ernst & Young

2nd Line IT Support Specialist (Associate)

Intro

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 virtual 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. 

The position is based in Dublin but there is expected occasional travel to regional offices including Cork, Limerick, Waterford and Galway.

Your key responsibilities

• Resolving Incidents and Requests associated with end user software, PC hardware and mobile technologies
• 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
• Maintaining a broad understanding of EY Technology and the Firm’s organisations and service offerings in order to identify the best outcomes for customers
• Providing enhanced support for identified key leaders
• Taking care of the firm’s hardware assets by timely and accurate recording of all asset assignments 
• Maintaining awareness of EY Information Security policies and processes and ensuring these are adhered to
• Assisting with projects, including support for firm sponsored events, office moves or buildouts and TechBars (technology showcase)
• Assisting with PC builds and configuration 

Skills and attributes for success

• Extensive experience supporting Windows 10 and O365 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. 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.

We ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodations.

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.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.

Make your mark