2nd Line IT Support Specialist Associate

In this role you will provide on-site 2nd line IT support, helping EY staff with end-user software, hardware, and conference room tech. You’ll work in a collaborative OSTs team to resolve incidents, document actions, and escalate when needed, ensuring a smooth technology experience across EY offices. You’ll engage with customers at all levels to boost adoption of EY technologies and uphold information security. This position offers hands-on support, project involvement (office moves, events, TechBars), and travel to EY locations. You will shape reliable tech services in a fast-paced, global environment.

• Resolve incidents and requests for end-user software, PC hardware, mobile tech, and printers
• Document actions in ServiceNow with diagnostics and resolutions; escalate to global/global service providers as needed
• Keep customers informed about ticket progress until resolution
• Maintain broad knowledge of EY Technology and firm services to identify optimal outcomes
• Record asset assignments and manage hardware assets
• Adhere to EY Information Security policies
• Provide conference room support (Microsoft Surface Hubs, Teams Rooms, AV) and regular room checks
• Assist with projects (office moves/buildouts, TechBars) and PC builds/configuration
• Remote hands support for data centers/comm rooms under guidance from global teams
• VIP/White glove support for identified leaders
• Occasional travel to other EY offices
• Role requires physical presence in an EY office

• 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 organized, able to multitask, prioritize workload and meet SLAs

• Excellent written and verbal communication
• Customer service orientation
• Organizational skills
• Windows and Microsoft 365 in enterprise environments
• PC hardware, mobile devices, peripherals
• ITIL environment experience (preferred)