IT Support Agent

IT Support Associate

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.

Driven by curiosity, you are a reliable, contributing member of a team. In our fast-paced environment, you are expected to adapt to working with a variety of clients and team members, each presenting varying challenges and scope. Every experience is an opportunity to learn and grow. You are expected to take ownership and consistently deliver quality work that drives value for our clients and success as a team. As you navigate through the Firm, you build a brand for yourself, opening doors to more opportunities.

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

• Apply a learning mindset and take ownership for your own development.
• Appreciate diverse perspectives, needs, and feelings of others.
• Adopt habits to sustain high performance and develop your potential.
• Actively listen, ask questions to check understanding, and clearly express ideas.
• Seek, reflect, act on, and give feedback.
• Gather information from a range of sources to analyse facts and discern patterns.
• Commit to understanding how the business works and building commercial awareness.
• Learn and apply professional and technical standards (e.g. refer to specific PwC tax and audit guidance), uphold the Firm's code of conduct and independence requirements.

The primary focus is to provide 1st and 2nd line IT technical support in a client facing environment in order to achieve high levels of customer satisfaction. Will operate from any one of our Tech Lounges based in Waterfall, Bloemfontein, Kimberly, Mahikeng, Emalahleni, Nelspruit, East London, Durban, Port Elizabeth, Stellenbosch and Cape Town.

Key Responsibilities:

• Logging Incidents/Requests.
• Provide desk-side support as assigned from the Service Desk.
• Provide Tech Lounge Support, including but not limited to, Computer set-ups, Computer hardware repairs, Printing, Asset Management; V/VC Support; Local LoS Software support.
• Deliver a professional and consistent level of service that provides resolutions within agreed deadlines.
• Promote an environment where the business receives outstanding client service.
• Assist with Support documentation review and revision.
• Develop and maintain strong working relationships with key staff and managers in the business and in other teams within IT.
• Work collaboratively with Service Desk and support teams.
• Undertake service analysis, proactive service monitoring or project activities as assigned.
• Identify repeat incidents and contribute to provision of comprehensive Known Error Records and solutions articles as support tools for other support staff.
• Ensure that assigned IT service incidents are managed effectively, and root-cause problem analysis is undertaken where appropriate to reduce the number and severity of future operational incidents.
• Available as per the afterhours support schedule.
• Acting as a point of escalation for support queries from more junior Technicians which are beyond their technical capability.
• Identify and take part in initiatives to improve the quality and effectiveness of the department.
• Identify where knowledge can be shared with other IT Services staff to improve the effectiveness of IT Services and help develop the knowledge and skills of others in the IT Services team.
• Identify problem trends to management and possible actions to assist with process improvement.
• Onsite role at the front desk with frequent interaction with employees and visitors.

Desired Skills and Experience:

• Mobile platform support.
• Printer Hardware / Drivers.
• Audio visual.
• Understanding and proven ability to support IT end users.
• Clear, courteous telephone manner.
• Excellent verbal and written communication skills.
• Task prioritization.
• Self-motivated.
• Team player; work independently, accurately troubleshoot, diagnose, and resolve customer issues or requests.
• Proactive and resilient.
• Ability to handle pressure situations.
• Ability to prioritize tasks with different levels of impact and urgency.
• Encourage interaction.
• Support customers on all levels via email, phone and IM.
• Strong technical knowledge.
• Good analytical skills.
• Attention to detail.
• Ability to troubleshoot, diagnose and resolve issues.
• Detail oriented and able to effectively and accurately document technical issues and requests.
• Confident.

Travel Requirements: Up to 20%

Available for Work Visa Sponsorship? No