L3 Desktop Support Technician

Job description

L3 Desktop Support  Technician

 

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 300,000 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 (CT) - focuses on developing new technology services for our clients. It enables EY toidentify new technology-based opportunities faster, and pursue those opportunities more rapidly.

Enterprise Workplace Technology (EWT) – EWTsupports our Core Business Services functions and will deliver fit-for-purpose technology infrastructure at the cheapest possible cost for quality services. EWT 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 L3 Desktop Support Engineer provides guidance, assistance, coordination and follow-up on client questions, problems and defects of a wide variety of desktop applications maintained by the firm.  This may include off the shelf software and/or business specific application software and hardware.

 

What are you going to do?

 

· 
Under limited supervision, respond to customers' inquiries concerning support requests and problem resolution.

· 
Resolve software problems and/or identify and escalate hardware problems reported to the team.

· 
Identify sources and trends of technical problems to prevent future occurrences.

· 
Serves as an escalation point for difficult problems and complex inquiries.

· 
Follows up on specific inquiries or requests to ensure client satisfaction.

· 
May be asked to act as a peer group leader.

· 
May be required to help train colleagues and service desk staff.

· 
May be asked to act as a backup to his/her supervisor.

· 
Ability to identify potential points of failure, areas for improvement, and identifying pain points and bottlenecks.

· 
Makes recommendations to the team lead in regards to process changes and drives implementation, based on the needs of the business and product direction.

· 
Leads the team to classify and prioritize issues related to the product.

· 
Provides recommendations and analytical expertise on enhancement requests raised by Engineering and challenges these requests if necessary.

· 
Proven ability to coordinate resolution of issues on a subarea / area / global basis.

· 
Capable of managing small to midsize projects and leading sub-teams on large projects.

· 
Proven ability to coordinate resources to complete complex assignments.

· 
Ability to effectively communicate with other groups in IT Services, business practice representatives and outside vendors.

· 
Enforces strategic product/policy direction set by management.

What do we need from you?

 

· 
Windows Desktop OS including Windows 7 and 10.

· 
Advanced troubleshooting skills of Lotus Notes, MS Office, Internet Explorer, Windows and Apple operating systems.

· 
Networking - TCP/IP (Configuration of Client, Client Troubleshooting).

· 
Strong interpersonal, client service, communication, and organizations and project management skills.

· 
Ability to work under pressure and react appropriately in a crisis situation.

· 
Sufficient knowledge of IT operations, responsibilities, work flow processes and procedures in order to resolve most inquiries independently.

· 
The ability to effectively work and team with clients, management and staff members.

· 
The ability to fully document processes and fixes.

· 
The ability to create and deliver presentations as necessary.

· 
Proficient in Service Now Incident, Problem, and Change Management.

· 
Extensive knowledge and advanced troubleshooting skills of the applications comprising the Global Core Loadset.

· 
The ability to read, write, speak and understand the English language.

· 
Overtime will be required from time to time during projects and times of increased workload.

· 
Work may be required at night or on weekends to support a project or during times of a system outage or emergency.

· 
Some travel may be required.

· 
A Bachelor's degree in Engineering, Computer Science or a related discipline.

· 
Approximately 2-6 years of desktop management experience.

· 
Extensive knowledge of IT operations.

· 
Technical certifications are not required but will be considered a plus, especially if it’s closely related to the technologies referred to above.

 

 

Shift: Monday to Friday from 7 to 4 PM.
Location: Microcentro

EY, an equal employment opportunity employer, values the diversity of our workforce and the knowledge of our people.