IT Technician at PricewaterhouseCoopers (PwC)

Job Description & Summary

A career in our Assurance Support Operations practice, within Assurance Support services, will provide the opportunity to support our engagement teams and clients by providing advice and counsel on accounting, financial reporting, and strategic business issues. In joining, you’ll help ensure a complete and relevant exchange of information among our consultants and in turn with engagement teams and clients, provide experts advice on a variety of specific topics, support engagement teams in resolving complex issues, and supporting clients and their subsidiaries in evaluating the potential impact of accounting and reporting standard setting initiatives. You’ll develop strong relationships with our engagement teams and established audit clients and enhance our ability to meet greater investor expectations with the challenges of an increasingly complex business environment.

Our team focuses on helping the Human Resources team with recruitment and deployment, technical communications, policy and procedure development, and monitoring. You’ll be able to enhance PwC’s ability to meet greater investor expectations with the challenges of an increasingly complex business environment, and our objective of achieving sustained audit quality over the long term.

To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

As an Associate, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

• Invite and give in the moment feedback in a constructive manner.
• Share and collaborate effectively with others.
• Identify and make suggestions for improvements when problems and/or opportunities arise.
• Handle, manipulate and analyse data and information responsibly.
• Follow risk management and compliance procedures.
• Keep up-to-date with developments in area of specialism.
• Communicate confidently in a clear, concise and articulate manner - verbally and in the materials I produce.
• Build and maintain an internal and external network.
• Seek opportunities to learn about how PwC works as a global network of firms.
• Uphold the firm's code of ethics and business conduct.

Job Description:

The primary focus is to provide 1st and 2nd line technical support in a client facing environment in order to achieve high levels of customer satisfaction.

Principal Accountabilities:

• Logging Incidents/Requests;
• Provide desk-side support as assigned from the Service Desk;
• Provide Walk in Centre Support, including but not limited to:
• Computer set-ups;
• Computer hardware repairs;
• Printing;
• Asset Management;
• AV/VC Support;
• Local LoS Software support;
• Network cabling;
• 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.
• 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.

Minimum Qualifications:

•  Grade 12 / Matric : Essential;
•  Comptia A+ : Essential;         
• Comptia N+ : Essential;
• MS Office – Intermediate : Essential;
• MS Office – Advanced : Essential;
• MCP / MCSA : Essential;
• MCSE : Essential;
• Comptia Security+ : Essential;
• ITIL Foundation : Advantageous;
• Comptia Project+ : Advantageous;
• IT Related B-Degree : Desirable;      

Experience and Key Skills:

• 4 years general IT experience;
• Mobile platform support;
• Printer Hardware / Drivers;
• Audio visual;
• Specialized local office applications;
• Enthusiastic and Interested in the IT field;
• 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;
• Ability to work unsupervised; 
• Encourage interaction;
• Support customers on all levels via email, phone and IM;
• Strong technical knowledge;
• Good analytical skills;
• Attention to detail;
• Work independently;
• Troubleshoot, diagnose and resolve most requests received;
• Detail oriented and able to effectively and accurately document technical issues and requests;
• Report writing skills;
• Presentation skills;
• Confident.