Support Engineer - Associate London, England
Job description
In Deals we solve the important problems that stand in the way of value being created, sustained, realised or protected for our clients – working together to aid responsible recovery and growth.
Working on iconic deals with national and global clients, we put together major mergers and acquisitions and resolve business crises - from international take-over bids to financial crime investigations and cases of insolvency.
We draw upon our deals experience across many industries to support and partner with our clients, to positively impact society and the communities in which we operate.
About the role
This role sits within Deals Technology Architecture, the team manages the Deals Cloud estate ensuring that infrastructure is compliant with firm policies and is both well architected from a performance and cost standpoint.
In the team you’ll be exposed to a breadth of Cloud design principles and practices that will give you a broad understanding of IT Asset Management at PwC. This is an excellent opportunity for anyone looking to start their career in Cloud Operations. The team operates on the fundamentals of best idea wins and would be looking for someone who is happy to speak their mind if they feel there is value add to be made by doing something different.
Role and Responsibilities:
Provide technical support, responding to Incidents and Service Requests raised with the Service Desk via phone, email and Portal.
Log all Incidents and Service Requests received into the ticketing system (ServiceNow), manage workload effectively ensuring any outstanding tickets are updated frequently and clearly show what progress has been made and what the next step is.
Attempt to resolve Incidents and Service Requests at first point of contact, escalating to senior engineers where required.
Maintain a high degree of customer service and adherence to ITIL service management practices, taking ownership of Incidents and Service Requests, and being proactive when dealing with customers.
Ensuring SLA obligations are met at all times.
You will ensure the internal database of assets is updated accurately where updates are required.
Contribute to the creation, development and review of procedures and policies within the Architecture team.
Manage own ticket queue and work schedule in an efficient manner
Deal with 3rd party hardware and software vendors e.g. Microsoft, VMware, HPE.
Exposure to wider Deals Tech projects, this includes managing App Solution infrastructure
Skills and Experience
As a Support Engineer, you will have a good understanding of both software and hardware, with knowledge of:
Windows Desktop and Server Operating Systems
Understanding of Cloud Technologies
Service Desk experience
Active Directory
Backup and Archive
Server Virtualisation
ITIL principles
Excellent communication & good problem-solving skills
Deals
Our Deals business is an exciting, fast-paced and an ever-growing business that focuses on deals and crisis situations for our clients. Collectively, we deal with the types of situations you hear about regularly in the news and we provide support, insight and analysis to the management, shareholders and financiers of business.
Not the role for you?
Did you know PwC offers flexible career arrangements and contract work? Learn more.
The skills we look for
The PwC Professional is our global framework for defining and encouraging leadership at all levels. Learn more.
The Deal
‘The Deal’, our firmwide Employee Value Proposition’ empowers our people to be the best they can be. Learn more.
Our commitment to you
We’re committed to building a culture that empowers all of our people to thrive and feel a sense of belonging at PwC. Learn more.
Application support
If you’re a person with a disability, if you’re neurodivergent, or if you have a condition that you believe may affect your performance during our selection process, we’ll be happy to make reasonable adjustments to our processes for you. Learn more.
