Offer summary

Qualifications:

Any graduate with a minimum of 5 years of experience in the IT Services industry., Hands-on experience in technical support roles, particularly with Wintel technologies., Knowledge of ITIL framework and incident/problem management processes is essential., Strong analytical skills and proficiency in desktop hardware and networking concepts like TCP/IP, DNS, and DHCP..

Key responsibilities:

Provide front-line technical assistance and troubleshooting for internal and external clients.

Resolve queries and incidents related to End User Computing, ensuring a high-quality support experience.

Lead project and business-as-usual activities related to endpoint management and act as a subject matter expert.

Create and review standard operating procedures to maintain a consistent operating environment.

Job description

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Information Technology (IT)

Management Level

Senior Associate

Job Description & Summary

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.

Those in IT support at PwC will focus on providing front-line technical assistance and troubleshooting to facilitate smooth functioning of computer systems software and hardware. Working in this area, you will be responsible for providing support to internal and external clients to address and resolve issues in a timely and efficient manner through a variety of mediums/channels. The guidance will help to resolve technical issues and maintain efficient IT operations at the L2 up to L4 support levels.

Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn’t clear, you ask questions, and you use these moments as opportunities to grow.

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

Respond effectively to the diverse perspectives, needs, and feelings of others.
Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems.
Use critical thinking to break down complex concepts.
Understand the broader objectives of your project or role and how your work fits into the overall strategy.
Develop a deeper understanding of the business context and how it is changing.
Use reflection to develop self awareness, enhance strengths and address development areas.
Interpret data to inform insights and recommendations.
Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.

Job title

Senior Associate – End User Computing

Line of Service-Business Services (IFS)

About the Job

Introduction to PwC Service Delivery Center
PricewaterhouseCoopers Service Delivery Centre (Kolkata) Private Limited is a joint venture in India among members of the PricewaterhouseCoopers network that will leverage the scale and capabilities of the network. It is a member firm of Pricewaterhouse Coopers International Limited and has its registered office in Kolkata, India
The Delivery Center will provide a professional an opportunity to work in a dynamic environment where you will have the ability to develop process and quality-based skills

Job Overview

The candidate would be part of the operations in the End User Computing space, thereby resolving queries and incidents and exceeding expectations of end users around support experience.

Reporting structure & key relationships

This should include detail on:

Line Manager
Number of reports (if applicable)
Priority team relationships
Key client relationships
Line Manager: Senior Manager, End User Computing, PwC AC India
Number of reports (if applicable): NA
Priority team relationships: within local Technology org (collaboration with other towers e.g. ServiceDesk, Infrastructure & Network, Applications, Asset Management) as well as Global teams
Key client relationships - NA

Job Description

Level of experience
Education/qualifications
Industry experience
Technical capability
Key personal attribute

Any graduate with minimum 5 years of experience in IT Services industry with hands on experience in technical support roles.

Activities to be performed:

Hands-On Experience on Wintel Technologies. Exposure to iOS is an advantage.
Knowledge of Authentication/Single Sign-On concepts.
Understanding of ISO standard Information Security practices and environment.
Analytical skills and hands on experience on any application support.
Proficient knowledge and experience with Desktop Hardware.
Knowledge of TCP/IP, DNS, DHCP and SMTP.
Leading Project and BAU activities related to Endpoint.
Acting as a domain SME and escalation point for Endpoint related issues.
Creating and Reviewing Standard Operating Procedures/ Run books to ensure a consistent Operating environment.
Knowledge of Incident Management/Problem Management and ITIL framework. Working experience with ServiceNow.
Introducing Continuous Improvement and Automation Initiatives.
Strong interpersonal, written and oral communication skills.
Ability to present ideas in user-friendly language.
Highly self-motivated and directed, with keen attention to detail.
Proven Analytical and problem-solving abilities.
Able to effectively prioritize tasks in a high-pressure environment.
Strong customer service orientation.
Experience working in a team-oriented, collaborative environment.
ISO Lead Implementer Certification/ITIL Certification would be an added advantage.
Scripting Knowledge would be an added advantage.

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, Analytical Thinking, Communication, Computer Engineering, Computer Program Installation, Computer Programming, Computer Technical Support, Creativity, Embracing Change, Emotional Regulation, Empathy, Enterprise Architecture, Incident Management and Resolution (IMR), Inclusion, Information and Communications Technology (ICT), Intellectual Curiosity, IT Infrastructure Upgrades, IT Operations, IT Operations Management, IT Project Lifecycle, IT Support, IT Troubleshooting, Learning Agility {+ 11 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date

Required profile