Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Information Technology (IT)

Management Level

Specialist

Job Description & Summary

The Customer Technical Support Team is a centralised first point of contact for our people with IT issues. CTS aims to provide operational excellence in a friendly and efficient manner. Our team provides local and remote technical support and information technology updates to all PwC’s employees. As Technical Lead you will lead the team providing resolutions to technical needs, recommend procedure modifications or improvements, and escalate unresolved technical issues to the appropriate parties.
Our Computer Operations team provides customer, Information Technology data centre, and application support to ensure end to end quality of our Information Technology operations. As part of our team, you’ll help enhance our operations quality, work across all Information Technology operational functions, and coordinate with service stakeholders to deliver high quality services.

The role includes the provision of 2nd level support services to clients via phone, chat and in person, including; operating systems, PC/device diagnostics and fixes, security administration, PC personalisation, re-imaging and installation, desk installations, Audio Visual support (projectors, screens, room controls etc.) incident and client management under strict control by agreed deadlines.

The position requires a high level of competency relating to core IT capabilities including troubleshooting complex issues in conjunction with the desktop architecture team, documenting fixes (trends and analysis), communicating solutions, quality control, task management, inter-team dependencies and client management and facilitation of ongoing training and development of the team.

Key Activities

• Developing product expertise

• Finding, documenting and communicating support fixes and solutions

• Completing security related tasks and administration

• Preparing end user desks for hardware installations

• Liaison with Service Desk team, other GTS teams or subject matter experts and resident 3 rd party maintenance contractor

• Effective use of the firm’s service desk system ServiceNow (meeting call targets, call referrals/escalation etc.)

• Maintenance of call standards and client management

• Remote support for regional offices

• Handle, manipulate and analyse data and information responsibly.

• Manage expectations of stakeholders effectively.

• Uphold the firm's code of ethics and business conduct.

Deployment

• Machine personalisation, re-imaging, and Specialist deployment tasks

• Inventory updating and quality control

Documentation

• Maintaining procedural documentation

• Maintaining compliance with policies and procedures.

Projects

• Customer Support and cross-functional tasks as relevant.

The above is not an exhaustive list and will include completing any other reasonable task requested by leadership, which may include tasks outside the normal scope of this position.

Work Experience:

Minimum 3-4 years in the focused support of hardware devices, operating systems and security services including:

• Windows 10, Office, Google Workspace.

• Security administration e.g. anti-virus.

• Operating to service level requirements.

• PC personalisation, re-imaging, deployment, diagnostics and fixes .

• Documenting and effectively communicating fixes, and seeking approval to implement solutions.

Personal Qualities:

• Energetic self starter with a positive/flexible attitude.

• Solution orientated with very good problem solving skills.

• Ability to communicate at all levels (verbal and written).

• Ability to work under pressure, meet deadlines and respond to changing priorities.

• Ability to work as part of a team.
  

Unlock your potential with PwC Ireland

We believe that challenges are better solved together! We’re inspiring and empowering our people to change the world. Powered by the latest technology, you’ll be a part of amazing teams encouraged to collaborate and innovate in a way that creates powerful solutions and makes a positive impact. This purpose-led work, and our continuous development and encouragement, will help unlock your potential and take your career to the next level.

Enjoy PwC’s perks

We reward your impact, and support your wellbeing, through a competitive compensation package, inclusive employee benefits and flexibility programs that will help you thrive in work and life. Learn more about us at Life@PwC. ( https://www.pwc.ie/careers-ie/life-at-pwc.html ).

Being appreciated for being you

Our most valuable asset is our people and we grow stronger as we learn from one another. We are an equal opportunity employer and we value diversity. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We believe this so much that we have signed up for the Business in the Community Elevate Pledge . ( https://www.bitc.ie/the-leaders-group-on-sustainability/inclusive-workplace-pledge/ )

You can learn more about our culture of belonging and explore our range of inclusive programmes, initiatives, employee resource groups and more at www.pwc.ie .

Avoid the confidence gap; you do not have to match all the listed requirements exactly to apply, we’d love to hear from you!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please email us for more information.

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date