Sr. Technologist

Company: PwC
Location: Chicago
Posted on: November 19, 2023

Job Description:

Specialty/Competency: Customer Support
Industry/Sector: Not Applicable
Time Type: Full time
Travel Requirements: Up to 20%

A career in Products and Technology is an opportunity to bring PwC's strategy to life by driving products and technology into everything we deliver. Our clients expect us to bring the right people and the right technology to solve their biggest problems; Products and Technology is here to help PwC meet that challenge and accelerate the growth of our business. We have skilled technologists, data scientists, product managers and business strategists who are using technology to accelerate change. Our team is committed to delivering a great support experience and continuous process improvement. They are focused on providing support to address and resolve issues in a timely and efficient manner through a variety of mediums/channels. Customer Support responds to customer inquiries and resolves customer concerns. Support can be for a "product" (client facing application) or internally used software or hardware. Support recipient can be internal (PwC partner, staff or contractor) or an external PwC client. They proactively identify opportunities to simplify, automate, and eliminate issues.

Job Requirements and Preferences :

Basic Qualifications :

Minimum Degree Required :
High School Diploma

Minimum Years of Experience :
1 year(s)

Preferred Qualifications :

Degree Preferred :
Bachelor Degree

Preferred Knowledge/Skills :

Demonstrates some abilities and/or a proven record of success with identifying and addressing client needs:

• Assisting end users with hardware and desktop requests and technology issues, including talking with them to understand, diagnose, and resolving the issues;
• Escalating issues that cannot be resolved to other teams, and documenting accurate information;
• Using judgment and mitigating or resolving escalations from end users, including partners, independently;
• Advising end users on how to use technology tools to solve business problems;
• Teaching end users how to better use technology, including sharing best practices, tech hacks, and communicating technical information to end users at varying skill levels;
• Understanding operating systems (Windows and Mac) and applying advanced troubleshooting skills, outside of documented processes, to resolve end user and office infrastructure (servers, AV, printers, network and kiosk) issues;
• Imaging and deploying PCs and other technology peripherals to end users in the office and remotely;
• Performing office floor walks to proactively identify technology issues and taking action to drive resolution;
• Performing printer toner changes;
• Enabling end users to have successful meetings by testing technology in advance and assisting when issues arise;
• Keeping IT ticketing management system updated;
• Identifying and delivering continuous process improvements for positive end user experience through process simplification, automation and issue elimination;
• Using data analytics to detect patterns in tech support issues and requests and implementing solutions to prevent recurring issues and automating recurring requests;
• Collaborating with other technology teams and troubleshooting, while diagnosing and resolving office infrastructure issues;
• Collaborating with other technology teams and performing configuration changes and testing as part of routine office infrastructure maintenance;
• Maintaining end user facing and internal technical documentation with high degree of accuracy;
• Exercising judgment in knowing when to make an exception to a process or policy for business reasons;
• Independently prioritizing your work and monitoring your productivity and end user satisfaction results and leading self to achieve targets;
• Processing assigned service incidents and requests to achieve key performance metrics;
• Displaying an interest in innovation and commitment to continuous learning; and,
• Grasping new technologies quickly and sharing knowledge.
  
  Learn more about how we work: https://pwc.to/how-we-work
  
  PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.
  
  All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. PwC is proud to be an affirmative action and equal opportunity employer.
  
  For positions in California, Colorado, Hawaii, Nevada, New York State, or Washington State, or for opportunities that will report to a supervisor, office or other work site in New York State, please visit the following link for pay range information: https://pwc.to/payrange-v1-productstechadministrative

Keywords: PwC, Chicago , Sr. Technologist, Other , Chicago, Illinois