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Service Desk L2 Technician

Location:  Eschborn / Frankfurt (Main)
Other locations:  Primary Location Only
Salary: Competitive
Date:  01-Jan-2022

Job description

Requisition ID:  390163

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.


Enterprise Technology provides reliable, secure and resilient technology services and solutions to support over 300,000 EY people. As part of Enterprise Technology, you’ll be at the forefront of enabling innovative technologies including emerging collaboration tools and world-class technology infrastructure. 

Our aim is to build an outstanding customer experience with clear investment in innovation, alongside operational excellence that delivers efficient, quality services and solutions. You will work with technologists and business specialists to meet the increasing pace of our business. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.

The opportunity
An opportunity to join a dynamic and diverse team delivering world-class Service Desk L2 support services to customers within EY 


Your key responsibilities

  • Provide level 1 and level 2 support for end users in person, via phone, email, and EY ticketing system
  • Support of remote users using desktop management tools
  • Troubleshoot & resolve problems with end user equipment & software
  • Support latest Windows/Mac operating systems
  • Diagnose and resolve complex end user support issues
  • User account provisioning and maintenance
  • Manage the support ticket queue and assign tickets appropriately
  • Create and maintain documentation as it relates to end user systems, support and processes


Skills and attributes for success

  • Ability to prioritize and manage own tasks/responsibilities, ability to work independently and without supervision.
  • Passionate about customer service and the user experience
  • Ability to successfully balance multiple simultaneous demands & self-adjust to meet shifting priorities
  • Must have a good command of the English language to provide effective phone and email support.


To qualify for the role you must have

  • 1-3 years of IT Support experience with mid to large-sized companies (500+ associates) as a Level 2 technician
  • Experience of working tickets & user requests from start to finish with a high level of customer service & communication
  • Strong technical background in PC (Win 10)
  • Strong proficiency in Microsoft Office Suite (Office365, Outlook)
  • Administering user and computer accounts within Active Directory/Azure AD
  • Experience using and troubleshooting VPN for remote connectivity
  • Solid understanding of varying IT software and hardware platforms
  • Administer and Support office telephony equipment and services
  • Intermediate to advanced understanding of Active Directory, TCP/IP, DHCP, and DNS


Ideally, you’ll also have

  • Experience in Microsoft Exchange support
  • Experience in DATEV applications support
  • A passion for improving customer experience
  • A commitment to operational excellence
  • An understanding of the security and risk industry


What we look for
Someone who can deliver the highest quality customer service in a fast paced, continually evolving environment

What we offer
As part of this role, you'll work in a highly integrated, globally diverse team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer: 

  • Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
  • Success as defined by you: We’ll provide the tools and flexibility, so you can make a significant impact, your way.
  • Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
  • Diverse and inclusive culture: You’ll be accepted for who you are and empowered to use your voice to help others find theirs.


We ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodations.


EY is committed to being an inclusive employer, and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.


If you can confidently demonstrate that you meet the criteria above, please apply to this role only through the ‘Apply’ link (not through the local office). Your application will then be routed to the appropriate recruiting team.


Make your mark. 


Apply now.


EY | Building a better working world 


EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.


Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.


Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.  

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