EY Application Support Technician (HAT 1550) in Argentina

Application Support Technician (HAT 1550)

Core Business Services

Requisition # ARG001FQ

Post Date 7 hours ago

The Application Support Technician provides guidance, assistance, coordination and follow-up on client questions, problems and defects of a wide variety of desktop applications maintained by the firm. This may include off the shelf software and/or business specific application software and hardware.

Essential Functions of the Job:

  • Under limited supervision, respond to customers' inquiries concerning support requests and problem resolution.

  • Resolve software problems and/or identify and escalate hardware problems reported to the team.

  • Identify sources and trends of technical problems to prevent future occurrences.

  • Serves as an escalation point for difficult problems and complex inquiries.

  • Follows up on specific inquiries or requests to ensure client satisfaction.

  • May be asked to act as a peer group leader.

  • May be required to help train colleagues and service desk staff.

  • May be asked to act as a backup to his/her supervisor.

  • Overtime will be required from time to time during projects and times of increased workload.

  • Work may be required at night or on weekends to support a project or during times of a system outage or emergency. Analytical/Decision Making Responsibilities:

  • Ability to identify potential points of failure, areas for improvement, and identifying pain points and bottlenecks.

  • Makes recommendations to the team lead in regards to process changes and drives implementation, based on the needs of the business and product direction.

  • Leads the team to classify and prioritize issues related to the product.

  • Provides recommendations and analytical expertise on enhancement requests raised by Engineering, and challenges these requests if necessary.

  • Proven ability to coordinate resolution of issues on a subarea / area / global basis

  • Capable of managing small to midsize projects and leading sub-teams on large projects

  • Proven ability to coordinate resources to complete complex assignments

  • Ability to effectively communicate with other groups in IT Services, business practice representatives and outside vendors.

  • Enforces strategic product/policy direction set by management.

Skills Requirements:

  • Windows Desktop OS including Windows 7 and 10.

  • Advanced troubleshooting skills of Lotus Notes, MS Office, Internet Explorer, Windows and Apple operating systems.

  • Networking - TCP/IP (Configuration of Client, Client Troubleshooting).

  • Strong interpersonal, client service, communication, and organizations and project management skills.

  • Ability to work under pressure and react appropriately in a crisis situation.

  • Sufficient knowledge of IT operations, responsibilities, work flow processes and procedures in order to resolve most inquiries independently.

  • The ability to effectively work and team with clients, management and staff members.

  • The ability to fully document processes and fixes.

  • The ability to create and deliver presentations as necessary

  • ITIL is a plus.

  • Proficient in Service Now Incident, Problem, and Change Management.

  • Extensive knowledge and advanced troubleshooting skills of the applications comprising the Global Core Loadset.

  • The ability to read, write, speak and understand the English language.

  • A Bachelor's degree in Engineering, Computer Science or a related discipline.

  • Certifications, trade school degrees or a solid work history will be considered if such a degree has not been obtained.

  • Approximately 2-6 years of desktop management experience.

  • Extensive knowledge of IT operations.

  • Technical certifications are not required but will be considered a plus, especially if it’s closely related to the technologies referred to above.

Shift: Monday to Friday 1-10 PM

Location: Microcentro

EY, an equal employment opportunity employer, values the diversity of our workforce and the knowledge of our people