Line of Service
Internal Firm Services
Industry/Sector
Not Applicable
Specialism
IFS - Information Technology (IT)
Management Level
Senior Associate
Job Description & Summary
A career in Information Technology, within Internal Firm Services, will provide you with the opportunity to support our core business functions by deploying applications that enable our people to work more efficiently and deliver the highest levels of service to our clients. Our Information Technology Generalist - Practice Support team focuses on managing the design and implementation of technology infrastructure within PwC, developing and enhancing internal applications, and providing technology tools that help create a competitive advantage for PwC to drive strategic business growth.
To stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.
As a Senior Associate, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. You will provide local technology support to the member firm. Key objectives and responsibilities include; local helpdesk support/management, customer support for hardware such as laptops, network and phones, local asset management, education and training of customers, compilation of records and reports related to production, machine malfunctioning, and maintenance. Serves as a subject matter expert in one or more areas of technology or as a point person for a business area in the local office.
Quality Service Delivery:
Receives work from and responds to service center tickets, walk-in or internal help requests.
Successfully troubleshoots and resolves or escalates problems in a timely manner while following consistent, standard approaches.
Complies with standard operating procedures and checklists in delivering quality solutions and service.
Documents all work, including research and resolution related to service requests, in tracking system
Actively participates in training and personal career development.
May participate on/be assigned to local or regional project teams
May have responsibilities ensuring that the office/cluster/region is adhering to established policies and procedures
Executes routine tasks and may be required to accept & resolve escalated support issues from other teams.
Serves as an experienced technical resource and possesses an advanced knowledge of technology use and application.
Successfully troubleshoots complex/escalated technical issues
Network Collaboration:
Communicates with internal/external contacts on matters requiring some explanation.
Manages expectations of the customer and always provides quality customer service.
May serve as a point of contact for a local office business unit (Assurance, Advisory, Tax).
May serve on a regional team to coordinate implementation of standard technologies (A/V, Asset management, etc.) or to serve as a subject matter expert in the local office for a technology (Collaboration tools, network, etc.)
People and Performance Management:
Participates in overall local office support team, substituting for other groups as necessary.
Participates in team building activities, is a supportive team member in the local market
May have regular contact with customers and peers on matters that may require interpretation beyond established procedures.
Provides formal or informal knowledge sharing regarding the use of new and existing technology, proprietary products and firm processes
Market Efficiency:
As role requires, may perform asset management, network support, connectivity, telecom, project management, regional assignments or procurement.
May originate and provide documentation for best practices to multiple constituents by gathering information to provide appropriate cluster/region service alerts and advisories.
Demonstrate the ability to coordinate, manage and/or participate in small and medium projects that typically have local/regional impact.
Preferred skills
Understanding of standards for technology implementation and customer service skills.
Four-year degree in any business/ technical area or equivalent experience is preferred and three plus years relevant work experience.
Productivity, initiative, professionalism, customer service attitude, attention to detail and quality, ability to multitask, team focus, strong interpersonal skills, strong verbal and written communication skills and adherence to firm and Technolgy standard operating procedures.
Ability to adapt to a rapidly changing environment and work independently with strong self priorisation skills
Strong skills utilizing collaboration technologies such as M365
Understanding of technology/software relevant to team
Must be willing to work overtime as necessary for day-to-day operations and occasional weekend or after-hours coverage. Required to carry mobile device with collaboration tools for ease of reachability.
Commitment to professional growth; seeks opportunities for development; looks for ways to share knowledge with others.
Experience in PC support, remote communications, networking, mobile devices
Windows 10/11 operating systems, software installation and configuration
Degree in Information Technology, Business or Communications is preferred
Certifications such as A+, Network+, ITIL 4 Foundation or MS related disciplines are helpful but not necessary
Minimum years experience required
Undergraduate Degree (e.g., BA, BS) or equivalent experience
3 - 8 Years Experience
Additional application instructions
Percentage of travel time: 0-10%, may vary by location
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
Desired Languages (If blank, desired languages not specified)
Travel Requirements
Up to 20%
Available for Work Visa Sponsorship?
No
Government Clearance Required?
No
Job Posting End Date
March 26, 2024