IT Associate

Summary

EY Jamaica is currently recruiting for an On-site Technology Support (OSTS) Technician. This role provides high-level technical support, guidance and advice to EY personnel in one or more of the following areas: networking, telecommunications, and/or high-level technical support in accordance with Firm policy. The candidate should have a background performing in person support in a highly professional environment and possess very strong customer interfacing skills.

Responsibilities

• • Act as a sub-area or national resource in On-site (OSTS) applying technical knowledge to develop and implement solutions to complex technology issues
• • Support on laptop troubleshooting, maintenance and administration
• • Ability to perform root cause analysis to quickly recover from service interruptions and to prevent recurring problems
• • Analyze the impact of decisions, and guides others through the solution process in order to satisfy customer, OSTS and Firm needs and objectives
• • Provide meaningful contributions to team efforts to enhance overall departmental effectiveness
• • Leverage multiple resources or coordinating with other teams in order to meet customer needs
• • Facilitate the implementation and support of defined EY Technology solutions
• • Coordinate, track, and maintain inventory
• • Document and track the status of inquiries coordinate appropriate responses and follow-up to ensure customer satisfaction using Service Now
• • Perform software and Firmware upgrades and testing as needed or part of an initiative or project
• • Use root-cause analysis, and troubleshooting at the operational level, work to proactively identify technical and support problems and solutions to prevent future occurrence
• • Participate in postmortem analysis of significant projects or events, sharing best practice techniques and solutions
• • Provide technical guidance and consult with EY customer stakeholders.

Required Skills

• • Excellent interpersonal, communication and organizational skills
• • Excellent customer service skills, meeting with users in person to resolve complex technology issues
• • Ability to simultaneously work on multiple projects or assignments in a fast-paced and highly challenging environment
• • Able to work effectively with high level customers and other management personnel
• • High level of integrity and confidentiality in a professional environment

Qualifications

• • Degree in Computer Science or a related discipline
• • Approximately 1-3 plus years of experience in support of IT products and IT support
• • Technical expertise in various facets of PC support, which may include PC applications, hardware, tools, utilities, networking, telecommunications
• • Knowledge and understanding of HP, Xerox and Canon print devices will be an asset
• • Strong knowledge and understanding of Win10, Office 365, MS Teams

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