Associate - Office Technology Support

About the role

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. 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

• Investigate and 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 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.
• Document all user support tasks, including research and resolution in our incident management system.
• 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 practice agility when situations require.
• Build and sustain both internal and third-party relationships.
• Use feedback and reflection to develop self-awareness, personal strengths, and address development areas.
• Uphold the firm's code of ethics and business conduct.
• Support enterprise applications such as Microsoft 365, Windows Operating Systems, Mobile Operating Systems, and VoIP/telecom technology.
• Support video conferencing systems, printers, and peripheral devices.
• Troubleshoot hardware, software, and network issues, including imaging and configuration of laptops and mobile devices.
• Support onboarding and offboarding processes, including account setup and equipment provisioning.
• Understand technology service management processes for ticket management and SLA adherence (ITIL will be considered an asset).
• Maintain and update IT Asset inventory in compliance with asset management policies.
• Deliver quality education and training to users when necessary, using a variety of techniques and mediums.

Requirements

• Minimum of an Associate Degree in Information Technology (or higher).
• 1+ year of experience preferred.
• Customer-focused with a continuous improvement mindset.
• Confidence in ability to work in a highly technical and ever-changing work environment.
• Compliance 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 professionalism, discretion, integrity, and tact.

Skills

• Proficient in supporting enterprise applications (e.g., Microsoft 365, Windows Operating Systems, Mobile Operating Systems, VoIP/telecom technology).
• Familiarity with video conferencing systems, printers, and peripheral device support.
• Working knowledge of hardware, software, and network troubleshooting, including imaging and configuration of laptops and mobile devices.
• Understanding of technology service management processes for ticket management and SLA adherence (ITIL is an asset).
• Required skills: ABBYY FineReader PDF, ABBYY FlexiCapture, Accepting Feedback, Active Listening, Application Maintenance, Cloud Infrastructure, Communication, Database Administration, Database Management System (DBMS), Database Performance Management, Database Repair, Database Server, Database System Backups, Database System Support, Database Tuning, Data Cleaning, Data Querying, Data Retrieval, Data Virtualization, Device Management, Directory Permissions, Document Processing, Emotional Regulation, Empathy, and more.

Available for work visa sponsorship: No. Government clearance required: No.