CTS Support Engineer, Contract

Description

Our collective blend of expertise and experience makes PwC a great place to work. PwC Ireland welcomes top talent from all backgrounds to join us at the start of what will be your lifelong journey of development and discovery. Let's see where your talent could take you.

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Information Technology (IT)

Management Level

Associate

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. This Associate role will also include the 1st and 2nd level ownership and support of IT tasks relating to the following projects: 

• M365 Change & Adoption 

• Multifactor Authentication (MFA) 

• Intune 

The role also includes the provision of 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, incident and client management under strict control by agreed deadlines. 

Purpose-led work you’ll be part of

As an Associate, 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: 

Key Activities

• Subject matter expertise on M365, focused on change and adoption and how that plays a critical role in driving successful user engagement and transition to BAU. 

• 2nd level IT support to our Users via phone, chat and in person.

• Finding, documenting and communicating support fixes and solutions 

• Completing security related tasks and administration 

• Liaison with Service Desk team, other Tech Central 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 

• 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 associated deployment tasks 

• Inventory updating and quality control 

Documentation

• Maintaining procedural documentation 

• Maintaining compliance with policies and procedures. 

Projects

• User support and escalation management for IT issues re: to project migrations. 

• Support user onboarding to ensure a smooth transition to the new environment. 

• End user training on each new platform including the creation of how to guides and videos. 

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.

Experience and Skills:

Minimum 3-4 years in the focused support of new application implementation, operating systems and security services including: 

• Windows 11, M365, Intune, Multifactor Authentication. 

• 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

- Energetic self-starter with a positive/flexible attitude. 

- Solution orientated with very good problem-solving skills. 

- Excellent communications skills (written and verbal) 

- 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

Accepting Feedback, Accepting Feedback, Active Listening, Artificial Intelligence, Business Technology, Cloud Disaster Recovery, Communication, Database Disaster Recovery, Data Warehousing Disaster Recovery, Disaster Recovery, Disaster Recovery Solution Development, Emotional Regulation, Empathy, Enterprise Architecture, Hardware Troubleshooting, Incident Management and Resolution (IMR), Inclusion, Intellectual Curiosity, IT Business Strategy, IT Operations, IT Operations Management, IT Performance Management, IT Project Implementation, IT Project Lifecycle, IT Support {+ 15 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date

PwC Ireland is committed to creating an environment that promotes equality and dignity at work. Working together in an inclusive environment enables us to harness the collective and complementary skills, knowledge, background, and networks of our people.

Job ID:648544WD

Location:Dublin

Line of Service:Internal Firm Services

Specialism:IFS - Information Technology (IT)