2nd Line IT Support Specialist in Glasgow

At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. Enterprise Technology provides reliable, secure and resilient technology services and solutions that enable an exceptional technology experience for over 300,000 EY people world-wide.

As part of Enterprise Technology, you’ll be at the forefront of enabling innovative technologies including emerging collaboration tools and world-class-tier technology infrastructure. Our aim is to build an outstanding customer experience with clear investment in innovation, alongside operational excellence that delivers efficient, quality services and solutions. You will work with technologists and business experts to meet the increasing pace of our business. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.

The opportunity: We are looking for a 2nd Line IT support specialist to join On-site Technology Support (OSTS). We are the ‘face of Enterprise Technology’, providing services to end users in person within our offices. We provide and support the hardware and software our customers need to service our clients. We engage with customers at every opportunity to raise their awareness of and help them make the most of the available technology.

The selected candidate will enjoy working as part of a team and have a proactive helpful approach. You will be well organised and able to prioritise your workload. You will be passionate about technology and comfortable discussing technology topics with customers at all levels. And, you will be highly motivated to deliver exceptional client service.

Your key responsibilities include:

• Resolving Incidents and Requests associated with end user software, PC hardware, mobile technologies, printers.
• Documenting all actions on the ticket in ServiceNow, detailing diagnostic and troubleshooting steps performed, and the resolution; where necessary, providing high quality escalations to Global support groups or external service organisations.
• Keeping customers informed on progress of their ticket until they have agreed the resolution.
• Maintaining a broad understanding of EY Technology and the Firm’s organisations and service offerings in order to identify the best outcomes for customers.
• Taking care of the firm’s hardware assets by timely and accurate recording of all asset assignments.
• Maintaining awareness of EY Information Security policies and processes and ensuring these are adhered to.
• Conference room support; may include Microsoft Surface Hubs, Microsoft Teams Rooms, AV equipment (speakers, cameras, and monitors/kiosks), regular meeting room checks.
• Assisting with projects, including support for firm sponsored events, office moves or buildouts and TechBars (technology showcase).
• Assisting with PC builds and configuration.
• Remote hands support for comms rooms; with direction from global specialist teams (eg, checking ports, tracing cables, rebooting hardware, upgrading devices).
• VIP / White glove support for identified key leaders.
• As required, travel to other EY office locations.

This role is required to physically work in an EY office.

Skills and attributes for success:

• Extensive experience supporting Windows and Microsoft 365 in an enterprise environment.
• Broad knowledge of PC hardware, mobile devices and peripherals.
• Excellent written and verbal communication skills.
• Exceptional customer service skills.
• Well organised, ability to multitask, prioritise your workload and meet SLAs.

Ideally, you’ll also have:

• Three years support experience in a professional services organisation.
• Broad understanding of IP networking concepts.
• Experience working in an ITIL environment.
• Microsoft or other relevant professional qualifications.
• ServiceNow experience or similar service management tool.
• Mac support experience.

What we offer you: At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.

To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.