Technical Support Specialist

3 weeks ago

dallas, United States netPolarity, Inc. (Saicon Consultants, Inc.) Full time

The On-site Technology Support (OSTS) Technician 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 (include but not limited to):

Act as a sub-area or national resource in On-site (OSTS) applying technical knowledge to develop and implement solutions to complex technology issues.

Laptop troubleshooting, maintenance and administration.

Apple MacBook support and troubleshooting.

Apple iOS and Android device support; setup and configuration.

Knowledge and understanding of HP, Xerox and Canon print devices.

Anticipate and respond to complex technology support issues.

Strong knowledge and understanding of Win10, Office 365.

Instant Messaging tools; TEAMs.

Excellent customer service skills, meeting with users in person to resolve complex technology issues.

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.

Communicate system updates to customers as required.

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.

Share solutions throughout Global IT using appropriate channels. Familiar with Yammer, SharePoint and other collaboration tools.

Provide technical guidance and consult with EY customer stakeholders.


To qualify, candidates must have:

• Degree in Computer Science or a related discipline; or equivalent work experience in IT Support

• Approximately 1-3 plus years of experience in support of IT products

• Technical expertise in various facets of PC support, which may include PC applications, hardware, tools, utilities, networking, telecommunications

• Excellent interpersonal, communication and organizational skills

• 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

• Excellent Customer Service skills.

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