Technology Support Specialist

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The opportunity

EY Jamaica is currently recruiting for an On-site Technology Support (OSTS) Technician. This role 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.

Your key responsibilities:

• Act as a sub-area or national resource in On-site (OSTS) applying technical knowledge to develop and implement solutions to complex technology issues
• Support on laptop troubleshooting, maintenance and administration
• 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
• 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
• Provide technical guidance and consult with EY customer stakeholders.

Skills and attributes for success:

• Excellent interpersonal, communication and organizational skills

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

• Ability to simultaneously work on multiple projects or assignments in a fast-paced and highly challenging environment