Support Services

On-site Technology Senior Support Specialist (Senior Associate)

Join Enterprise Technology (ET) at EY, a vital team providing reliable, secure, and resilient technology services and solutions to over 300,000 EY professionals globally. As a Senior Associate within our On-site Technology Support team in Noida, Uttar Pradesh, India, you will be instrumental in delivering exceptional support experiences and enabling innovative technologies. We aim to build an outstanding customer experience through innovation and operational excellence, offering exciting learning opportunities and career growth.

The Opportunity

The On-site Technology Support team's mission is to help customers fulfill their purposes and contribute to building a better working world by providing fit-for-purpose support services. As a Senior Support Specialist, you will provide the highest level of technology support activities to customers within the country or site. You will contribute meaningfully to team efforts, creatively prioritize tasks, interpret information, and apply technical knowledge to satisfy customer and firm objectives. This role requires anticipating technology support issues and proactively creating solutions with appropriate consultation.

Your Key Responsibilities

• Facilitate and support the deployment of hardware and software to end users, including installation, configuration, and testing of complex firm hardware.
• Assist with or coordinate the repair of end-user hardware and reinstallation of software to resolve incidents.
• Resolve complex incidents related to firm-standard end-user software and hardware, including mobile/handheld technologies. Identify trends and sources of technical problems to prevent future occurrences.
• Act as a lead for less experienced specialists.
• Provide after-hours service for escalated issues or tasks.
• Perform asset management activities such as procurement, receipt, inventory, tracking, and distribution as assigned and in accordance with firm policy.
• Anticipate technology support issues, creatively prioritize tasks, interpret solutions, and apply knowledge to facilitate the development and implementation of technical business solutions for complex customer technology needs.
• Work independently on small projects and assess local office needs, responding appropriately.
• Document and track the status of inquiries, coordinate responses, and follow up to ensure customer satisfaction.
• Serve as “remote hands” for other EY Technology functions, such as Telecommunications and Hosting.
• Maintain a thorough understanding of EY Technology's organization and service offerings to effectively address end-user technology needs and incidents.
• Understand the Firm’s business and organization to anticipate and resolve end-user technology issues impacting productivity.
• This role requires physical presence and work within an EY office in Noida, Uttar Pradesh, India.

Skills and Attributes for Success

• Advanced analytical skills to address end-user incidents escalated from the service desk or reported by users.
• Decision-making capabilities to address issues impacting large numbers of customers and communicate effectively.
• Experience in leading projects and overseeing the contributions and performance of project members.
• A Bachelor's degree or equivalent work experience is desirable.

To Qualify for the Role You Must Have

• Exceptional communication, interpersonal, organizational, project, and time management skills.
• Excellent customer service attitude.
• Demonstrated multitasking abilities 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 supervisors and peers.
• Approximately 4-8 years of extensive experience in end-user software, hardware, and technology support.

What We Offer

As part of this role, you'll work in a highly integrated, globally diverse team with the opportunity and tools to grow, develop, and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package focuses on your physical, emotional, financial, and social well-being. We offer continuous learning, success as defined by you, transformative leadership, and a diverse and inclusive culture where you'll be accepted for who you are and empowered to use your voice.