Deskside 2nd Level Support Engineer 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.
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.
Purpose-led work you'll be part of: As a Deskside Support Engineer (2nd Level), you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. Responsibilities include but are not limited to:
Responsible for: 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 3rd 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. Experiences and skills: A 3rd level IT degree is a requirement Minimum 1-2 years in the focused support of hardware devices, operating systems and security services including: Windows 11, M365 (Outlook, Teams, Sharepoint etc.) 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 Education: 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: Not Specified
Available for Work Visa Sponsorship? No
Government Clearance Required? No
Job Posting End Date:
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