Overview

Senior IT technician Job at PwC – in Johannesburg, Gauteng

Job Description

Line of Service


Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS – Information Technology (IT)

Management Level

Senior Associate

Job Description & Summary

A career in Information Technology, within Internal Firm Services, will provide you with the opportunity to support our core business functions by deploying applications that enable our people to work more efficiently and deliver the highest levels of service to our clients. You’ll focus on managing the design and implementation of technology infrastructure within PwC, developing and enhancing both client and internal facing applications within PwC, and providing technology tools that help create a competitive advantage for the Firm to drive strategic business growth.

Our Operations Support team monitors the overall quality of our service. As a part of the team, you’ll be the primary contact for ensuring the quality of our services is maintained while also considering better ways to provide the same service in a more cost efficient manner and keeping customer satisfaction with our services high.

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 a Senior 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:

Use feedback and reflection to develop self awareness, personal strengths and address development areas.

Delegate to others to provide stretch opportunities, coaching them to deliver results.

Demonstrate critical thinking and the ability to bring order to unstructured problems.

Use a broad range of tools and techniques to extract insights from current industry or sector trends.

Review your work and that of others for quality, accuracy and relevance.

Know how and when to use tools available for a given situation and can explain the reasons for this choice.

Seek and embrace opportunities which give exposure to different situations, environments and perspectives.

Use straightforward communication, in a structured way, when influencing and connecting with others.

Able to read situations and modify behavior to build quality relationships.

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;

Assist with implementation of policies and procedures;

Assist Management with identifying and tracking training trends and needs of Support technicians;

Assist Management with reporting and data analysis;

Help develop the knowledge and skills of others in the IT Services team;

Undertake service analysis, proactive service monitoring or project activities as assigned.

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 : Essential;

Comptia Project+ : Essential;

ITIL Service Operation : Advantageous;

IT Related B-Degree : Desirable.

Experience and Key Skills

5 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;

Excellent customer service skills to handle irate users;

Diffuse volatile situations;

Effectively document highly technical issues;

Possess and consistently demonstrate strong, positive leadership qualities;

Coaching skills;

Lead teams.

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:
Degrees/Field of Study preferred:
Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Up to 20%

Available for Work Visa Sponsorship?

No

Government Clearance Required?

Yes

Job Posting End Date

October 31, 2021

About Company

Company: PwC –

Company Location:  Johannesburg, Gauteng

About PwC -