IT OSTS Associate

Job description

Join our Core Business Services (CBS) team and you will help support the important business enablement functions that keep our organisation running strong. As a CBS professional, you will work across teams to provide the knowledge, resources and tools that help EY deliver exceptional quality service to our clients, win in the marketplace and support EY’s growth and profitability. Major teams within CBS include Finance, Information Technology, Human Resources, Enterprise Support Services, Brand Marketing and Communications, Business Development, Knowledge and Risk Management.

With so many offerings, you have the opportunity to develop your career through a broad scope of engagements, mentoring and formal learning. That’s how we develop outstanding leaders who team to deliver on our promises to all of our stakeholders, and in so doing, play a critical role in building a better working world for our people, for our clients and for our communities. Sound interesting? Well this is just the beginning. Because whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

Job Summary:

The On Site Technology Services (OSTS) Technician – Associate level provides the initial level of technical support for EY’s internal users in a specific location (or locations).  The role assists end users with standard issues concerning their technology (e.g., PCs, printers, telephones, mobile devices) as well as network connectivity. The role performs restorative and maintenance actions at the end user's location to resolve such problems, using basic troubleshooting and technical skills. The role is the first line of on-site response to situations where standard Service Desk or self-help procedures have failed in isolating or fixing problem equipment or software installations.  The role additionally supports general connectivity issues associated with individual or business unit moves, and configuration changes or the role will escalate to Level 2 technical support for resolution or support. The role maintains accurate information and data regarding end-user issues within the incident logging system (Service Now) and operates all restorative actions according to EY’s compliance policies and standards. The role is guided by the OSTS Team Lead who oversees country and local activities for the end user communities.

Essential Functions of the Job:

·  Identifies and applies the prescribed methodology to isolate problems with hardware and equipment, software installations or network connectivity which has been referred to OSTS by the Information Technology (IT) Services and theITService Desk.
·  Performs customary troubleshooting and technical activities at the end user's site to repair, reinstall or provide a new installation (as necessary) as part of basic restorative and maintenance services.
·  Determines and escalates activities with network services, software systems engineering and/or application development that are advanced technical issues and that require Level 2 or higher technical support by individuals with specific technical expertise. 
·  Identifies and escalates noted patterns in incidents associated with firm-standard end user software and hardware so that sources and trends of technical problems result in the prevention of future occurrences.
·  Assists end users or teams in server re-configurations, overall hardware/software modifications and related changes that affect or improve performance and connectivity where such technical support requires a physical touch
·  Performs technical asset management activities (e.g. procurement, receipt, inventory, tracking, shipment) in accordance with EY’s policy and IT Service process of managing and maintaining service assets under proper inventory controls.
·  Deploys hardware and software to end users (including the installation, configuration and testing of hardware) as part of business moves, build-outs and relocations, general onboarding of new hires, or replacement of equipment in accordance with the Firm’s compliance policies for technical asset deployment and installation.
·  Receives and properly catalogues hardware from separating employees to assist with a manager’s de-provisioning  activities
·  Assists, as part of a team of technicians, in supporting activities such as connectivity for telecommunications and web-hosting for Firm sponsored functions or meetings that require such technical support.  
·  IT Asset Management (e.g receiving of procured IT assets, preparation of IT assets for issuance, monitoring and updating IT asset status).

Analytical/Decision Making Responsibilities:

Solid analytical skills are required to probe for understanding and address as appropriate common end-user incidents escalated from the service desk or offered by end user as a “walk-up “issue. The role is expected to make sounddecisions generally limited to addressing a single end-user’s common connectivity or functionality issues.  The role needs to drive the priority and time management of their own efforts to support/resolve assigned activities and communicate results and findings to end users and management as necessary.

Knowledge and Skills Requirements:

·  Well defined analytical skills to conduct effective issue analysis so that key issues are properly identified and effective solutions are provided
·  Takes an active role in building knowledge of EY’s desk top environment (PC applications, standard software, mobile devices, Telephony, network, switching servers and general connectivity) for the assigned location.
·  Broad familiarity of EY’s businesses supported within the location to sufficiently recognize the impact of end user technology issues to a specific business unit.
·  Strong interpersonal skills to adapt personal communication styles to the style of others, developing rapport, staying calm under pressure and to build and maintain  OSTS’s credibility in technical support
·  Time management skills to prioritize workload and work through incidents with efficiency
·  Strong oral communication skills in the English language to work effectively with all levels of end users and IT personal. 

Well defined knowledge of the Service Now system to record incidents and remediation .

·  Working knowledge of the Service Now system to record incidents and remediation as well as guide others in features and functions .

Supervision Responsibilities:

The role is an individual contributor managed day to day by the OSTS Team Lead for the location or specific country. 

Other Requirements:

The role may be one in which the day to day activities may be supervised remotely and potentially across time zones, using telephone, email and instant messaging.  As such the role may require the advanced discipline of self-direction and autonomy as needed in a remote working or work from home arrangement.  The role may also require the periodic allocation of additional time on the job to ensure multiple demands and escalating issues are managed in a timely manner to restore services.

Job Requirements:

Education:

Bachelor's degree in computer related field or equivalent work experience.

 

Experience:

Approximately 1 to 3 years of experience in end user technology support.  Fresh graduate are welcome to apply.

 

Certification Requirements:

None noted.

Note:

This job description is intended as a guide to reflect the principal functions of the job.  However, it is not an all-inclusive listing of the required job functions and functions may vary depending on the particular geographic location of the job and/or the manager.  Further, the job description is subject to change at the discretion of management.