US Tech Customer Experience Technician

Company: PwC
Location: Stamford
Posted on: March 17, 2023

Job Description:

Specialty/Competency: IFS - Information Technology (IT)
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 has responsibility and ownership for the strategy, management and delivery of technology services that are essential to business systems and applications.

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.

At the Administrative level, 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:

• Conduct self in a professional manner and take responsibility for work and commitments.
• Flex approach to meet the changing needs of teams and clients.
• Identify and make suggestions for improvements when problems and/or opportunities arise.
• Learn about business needs are changing and consider the impact on services provided.
• Take action to stay current with new and evolving technology.
• Handle, manipulate and analyse data and information responsibly.
• Communicate with empathy and adapt communication style to meet the needs of the situation and audience.
• Anticipate the needs of others and take appropriate action.
• Embrace different points of view and welcome opposing and conflicting ideas.
• Uphold the firm's code of ethics and business conduct.
  
  2+ years of experience preferred
  
  Job Requirements and Preferences :
  
  Basic Qualifications :
  
  Minimum Degree Required :
  High School Diploma
  
  Minimum Years of Experience :
  1 year(s) with 2+ years of experience preferred.
  
  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.
    
    This role is required to be physically located in the office Monday through Friday.
    
    At PwC, our work model includes three ways of working: virtual, in-person, and flex (a hybrid of in-person and virtual). Visit the following link to learn more: https://pwc.to/ways-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 Albany (NY), California, Colorado, Nevada, New York City, Washington State, or Westchester County (NY), please visit the following link for pay range information: https://pwc.to/payrange-v1-productstechadministrative

Keywords: PwC, Stamford , US Tech Customer Experience Technician, Professions , Stamford, Connecticut