On-site Technology Support Senior Specialist

2023-11-24 | po-021734

Company description

One of the biggest consulting firms in the world provides Assurance, Consulting, Tax, Strategy & Transactions and with presence in more than 150 countries.

Responsibilities

Facilitate and support the deployment of hardware and software to end users (including the installation, configuration and testing of more complex firm hardware).
Assist with (or coordinate) the repair of end user hardware and the reinstallation of software as necessary to resolve end user incidents.
Resolve complex incidents associated with firm-standard end user software and hardware, including mobile/hand-held technologies. Identify sources and trends of technical problems to prevent future occurrences.
Acts as a lead to less experienced specialists
Provide after-hours service for escalated issues or tasks from the Service Desk or supervisor.
Perform asset management activities (procurement, receipt, inventory, tracking , distribution, etc.) as assigned and in accordance with firm policy and company Technology process.
Anticipates technology support issues and acts to creatively to prioritize tasks, interpret solutions and apply knowledge to facilitate the development and implementation of technical business solutions to complex customer technology needs and issues
Works independently on small projects and assesses the local needs of area offices and responds appropriately
Document and track the status of enquiries, coordinate appropriate responses and follow-up to ensure customer satisfaction
Work effectively as “remote hands” for other company Technology functions, such as Telecommunications and Hosting.
Maintain a thorough understanding of company Technology's organization and service offerings in order to identify how best to address end user technology needs and incidents.
Understand the Firm's business and organization sufficiently to anticipate and resolve end user technology issues that affect productivity of Firm personnel.
Support to manage team's budgets.
Streamline our day-to-day operations to increase work efficiency and quality of our operations.
This role is required to physically work in offices.

Requirements

Exceptional communication, interpersonal, organizational, project and time management.
Excellent customer service attitude.
Demonstrated multitasking skills in a fast -paced environment
Ability to liaise and work effectively with all levels of end users and IT personnel.
Ability to communicate effectively with supervisor and peers.
Approximately 4-8 years of extensive experience in end user software and hardware and technology support
Advanced analytical skills are required to address end-user incidents escalated from the service desk or offered by end user on walk-up issues.
Decision making responsibilities can be made to address issues impacting large numbers of customers within the supported geography and communicate effectively to customers as necessary.
Vendor management skills to keep a team running smoothly as we outsource a part of our day-to-day operations to multiple vendors.
Experience in leading projects and overseeing contribution and performance of project members
A Bachelor's degree or equivalent work experience is desirable.