Associate, Technology Support

Information Technology Associate

At PwC, our people in information technology operations focus on managing and maintaining the technology infrastructure and systems to provide smooth operations and efficient delivery of IT services. This includes monitoring network performance, troubleshooting issues, and implementing security measures.

To stand out and make us fit for the future in a constantly changing world, every one of us at PwC needs to be purpose-led and value-driven at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

As an Associate, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this role include but are not limited to:

• Use feedback and reflection to develop self-awareness, personal strengths and address development areas.
• Ability to investigate/troubleshoot technical issues and work with various support teams (regional and global) to resolve them.
• Know how and when to use tools available for a given situation and can explain the reasons for this choice.
• Provide a broad range of technology support to PwC including end user and infrastructure support via both in-person and virtual environments
• Participate in Technology-driven projects at the regional and/or local level
• Use clear, concise and grammatically correct communication, in a structured way, when connecting with others.
• Be proactive and able to practice agility when situations require
• Able to build/sustain both internal and third-party relationships
• Uphold the firm's code of ethics and business conduct.

Capabilities/Skills Required:

• Proficient in supporting enterprise applications such as Microsoft 365, Windows Operating Systems, Mobile Operating Systems and VoIP/telecom technology.
• Familiarity with video conferencing systems, printers and peripheral device support.
• Advanced troubleshooting of hardware, software and network issues, including imaging and configuration of laptops and mobile devices.
• Capable of supporting onboarding and offboarding processes, including account setup and equipment provisioning.
• Understanding of technology service management processes for ticket management and SLA adherence (ITIL will be considered an asset).
• Document all user support tasks, including research and resolution in our incident management system
• Customer focused with a continuous improvement mindset.
• Confidence in ability to work in a highly technical and ever-changing work environment.
• Complies with standard operating procedures and checklists in delivering quality solutions and service.
• Adaptable and able to work within tight deadlines, demonstrating flexibility
• Exceptional organizational skills and the ability to self-prioritize Strong diagnostic skills to identify root causes and escalate unresolved issues to Level 2 or vendor support.
• Strong client service focus in dealing with both external and internal clients, displaying an image of professionalism, discretion, integrity and tact.
• Ability to maintain and update IT Asset inventory in compliance with asset management policies.
• Delivery quality education and training to users when necessary, using a variety of techniques and mediums.

Education Level: Minimum of an Associate Degree (or higher) and/or equivalent experience

Minimum years experience required: 1-3 Years Experience

Additional details/requirements: Flexibility to work overtime when required