On-site Technology Senior Support Specialist - EY GDS

On-site Technology Senior Support Specialist: (Senior Associate)

Enterprise Technology (ET)

Enterprise Technology delivers reliable, secure, and resilient technology services and solutions to support over 200,000 GDS EY professionals globally. As a key part of Enterprise Technology, you will be at the forefront of enabling innovative technologies, including emerging collaboration tools and world-class technology infrastructure.

Our goal is to create exceptional customer experience by investing in innovation and operational excellence, delivering efficient, high-quality services and solutions. Collaborating with technologists and business experts, you will help meet the accelerating pace of our business—offering you growth opportunities, exciting learning experiences, diverse career paths, and the chance to make a meaningful impact.

The Opportunity

As an On-site Technology Senior Support Specialist within Enterprise Technology, your mission is to empower our customers to achieve their objectives and contribute to building a better working world by delivering tailored, high-level technological support services.

You will provide expert technological support to users at local sites or within the country, handling the most complex hardware and software issues. You will lead by example, creatively prioritizing tasks, interpreting technical information, and applying your expertise to meet customer and firm goals. Anticipating potential technology challenges, you will proactively develop solutions in collaboration with stakeholders.

Key Responsibilities

• Lead the deployment, installation, configuration, and testing of advanced hardware and software solutions for end users.
• Coordinate and perform repairs on end-user hardware and reinstall software to resolve complex incidents efficiently.
• Troubleshoot and resolve sophisticated incidents involving firm-standard hardware, software, and mobile devices; identify root causes and trends to prevent recurrence.
• Provide leadership and guidance to less experienced support specialists.
• Deliver after-hours support for escalated issues or tasks as directed by the Service Desk or supervisor.
• Manage asset-related activities including procurement, receipt, inventory tracking, and distribution in compliance with firm policies and GDS EY Technology processes.
• Anticipate technology support challenges and creatively prioritize tasks, interpret solutions, and apply knowledge to develop and implement technical business solutions addressing complex customer needs.
• Independently manage small projects, assess local office technology needs, and respond with appropriate solutions.
• Document and track inquiry statuses, coordinate responses, and follow up to ensure customer satisfaction.
• Serve as “remote hands” for other GDS EY Technology functions such as Telecommunications and Hosting.
• Maintain comprehensive knowledge of GDS EY Technology’s organization and service offerings to effectively address end-user technology needs.
• Understand the firm’s business and organizational structure to anticipate and resolve technology issues impacting productivity.
• This role requires physical presence in GDS EY office.

Skills and Attributes for Success

• Advanced analytical skills to resolve escalated end-user incidents and walk-up issues.
• Decision-making authority to address issues affecting large user groups within the supported geography, with effective communication to customers.
• Experience leading projects and managing team contributions and performance.
• Bachelor’s degree or equivalent professional experience is preferred.

Qualifications

• Exceptional communication, interpersonal, organizational, project management, and time management skills.
• Strong customer service orientation.
• Proven ability to multitask effectively in a fast-paced environment.
• Ability to collaborate with end users and IT personnel at all levels.
• Clear and effective communication with supervisors and peers.
• 4 to 8 years of extensive experience in end-user hardware, software, and technology support.

What We Offer

Join a globally integrated, diverse team where you will have the tools and opportunities to grow, develop, and advance your career. We combine global reach with flexible working arrangements and a comprehensive benefits package designed to support your physical, emotional, financial, and social well-being. Benefit vary by country and include:

• Continuous learning to build the skills and mindset needed for future challenges.
• Flexibility and resources to define and achieve success on your terms.
• Transformative leadership development through coaching and insights.
• A diverse and inclusive culture where you are valued for who you are and empowered to help others find their voice.

If you are a seasoned technology support professional passionate about delivering exceptional service and leading teams, we invite you to apply and help us build a better working world.