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At ey, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of youAnd we’re counting on your unique voice and perspective to help ey become even better, tooJoin us and build an exceptional experience for yourself, and a better working world for all.
Position summary:
As an associate for global print services in the in-office experience team, your primary responsibility will be to work the print team`s ticket queues for service requests and incidents, completing them within the required slasThis level-3 support will span all print/scan applications and the associated devices in use at ernst and youngYou will be an escalation point for operational issues for our service, ensuring that our response meets slas and that proper hand-offs are happening between shiftsYou will also be responsible for assisting in the performance and compatibility testing for new products, including the regression testing of new versions of firmcode released for our devicesYou will participate in projects, as assigned, for the in-office experience and legacy technology team, assisting with the deployment of solutionsThe successful candidate must be able to manage service requests and incidents with minimal assistanceMust be able to perform work, as required, during off-hours as oncall.
Essential functions of the job:
Technical competence
Strong experience troubleshooting and remediating 2nd to 3rd level print and scan issues
Ability to install, configure and troubleshoot print/scan servers and devices according to global print services standards
Deep knowledge on print devices (hp, canon, epson, lexmark, etc.) including firmware, printer profiles, printer queues, printer spoolers and printer features and functions for single and multi-function devices.
Experience with security protocols, ciphers and related network and internet protocols (tls, snmp, dns, https, etc.)
Experience with servicenow to include management of change requests, service requests and incidents, subtasks, service reporting, kb article authoring.
Ability to coordinate and perform server and device installations as part of office moves / office commissioningActivities include: print device configuration, print server configuration for equitrac and ecopy servers.
Must work with ey mps vendors to complete project activities or resolve issues
Articulate technical concepts into verbal discussions and email communications to managers, business stakeholders and peers
Ability to execute test plans for uat and/or functional testing
Technical experience with kofax sharescan and hp equitrac a big plus
Administration
Maintain responsibility for individual resource utilization whilst working on projects, meeting defined capacity models and providing regular utilization reporting
Work with the broader project team and pm’s to ensure deliverables are meeting deadlines and budgets
Ensure full and correct time capture on a weekly basis for all project and administration work to allow effective top level reporting
Client/team relationships
Eutx service owners and technical leads
Solutions delivery staff (project managers)
L3/operations leaders and staff
Arm representatives
Experience & architecture team
External vendors and suppliers
Key business stakeholders (globally)
The position holder will perform other responsibilities and tasks as required to achieve the agreed performance outcomes.
Objectives/measures
Management of incidents and service request queue within slas and with high customer satisfaction
Participate in projects as assigned, completing tasks within project timeline
Must be able to consistently connect with global print services managers and key stakeholders across all time zones and be available for key planning and administrative activities.
Identify new technical and workflow issues, working with global print managers to resolve them
Complete work in accordance with infrastructure design methodologies during projects, working with both the solutions delivery and operations teams
Achieve `first-pass` check of quality for tasks and service requests as assigned to you
Support and reinforce architecture standards and principles, global product-specific guidelines and local regulatory requirements
Work with global print services managers, providing support for infrastructure maintenance, problem management and incident escalation in assigned region
Participate in daily handoff between shifts to assure smooth transition for an work activities in your areaday-to-day challenges
Must have high ownership for all tasks within your scope, working with minimal oversight to resolve issues, manage outages and deliver project work.
Must be effective in managing escalations, notifying your service management team, gathering additional team resources, coordinating activities during shift transitions
Ability to work and team with a multitude of different people within and outside of it to balance demands
Must be able to work with managers and directors of other technical teams, resolving issues related to platform stability or workflows.
Flexibility to adjust to multiple demands, shifting priorities and rapid change
Ability to deal efficiently with escalations and difficult situations/people under pressure, such as restoring services
High level of interpersonal, communication, organizational and decision-making skills
Ability to understand and integrate cultural differences and motives and to work in virtual cross-cultural, cross-border teams
Analytical/decision making responsibilities:
Must take ownership of technical issues, working with associates, team managers, vendors and other teams to
Resolve engineering problems, coordinating intra-group activities, driving projects and tasks to a conclusion
Mastery of print/scan device configuration, print server design, scan and print install and support for system operating across a global infrastructure
Ability to manage and guide appropriate changes, solutions and services within the directives of the role’s strategic remit
Utilize knowledge of culture, people behavior, financial management, marketing, adoption, service delivery and technology to prepare for executive decisions
Use consultative questioning, influence management and critical thinking to understand current directives and recommend viable solutions
That are both effective and supporting the value to the business
Escalate and negotiate complex and conflicting change issues to appropriate teams, handle multiple and shifting priorities
Across a broad spectrum of operating environments and drive solutions that are both financially sound and operationally feasible
Knowledge and skills requirements:
Solid understanding with multiple print devices configuration for a3 and a4 devices with expertise in firmware management and firmware security
Experience in the administration of webjet admin with experience administrating and managing updates for very large scale print environments
Experience working with print related protocols for devices and print servers in a large enterprise print environment
Understanding of other technologies such as active directory, windows servers, dns, and load balancing
Active directory and windows server knowledge
Dns and dhcp knowledge
Basic networking knowledge and skills
Supervision responsibilities:
The role will report to the print operations leader of ey eutx global print services
This role will have administrative, project and task management responsibilities that will require coordination of other team resources, peer team resources and vendor resources
Team or supervision may be remote based and/or in a work from home setting that will require distance management skills across locations, cultures and time zones
Other requirements:
The role may also require the periodic allocation of additional time on the job to support multiple demands and escalating issues and some travel to support change or planned project activities.
Job requirements:
Education:
A degree in computer science/engineering or a related discipline, plus an industry accreditation or equivalent work experience.
Experience:
Substantial, extensive and demonstrated experience in various aspects of technology infrastructure design and implementation,
With tangible, relevant and demonstrated experience in delivering projects within scope and budget
Demonstrated experience in dealing with external vendors and suppliers in the print industry desired
Proven enterprise print and scan experience for very large scale print environments (strong preference for global experience)
Language requirements:
Proficient in the english language, specifically:
Listen: can understand extended speech and can follow complex lines of argument provided the topic is reasonably familiar.
Read: can understand factual texts, articles and reports concerned with current business matters in which the writer expresses an opinion,
Adopts a particular attitude or viewpoint; can skim long and complex texts for main points and important information.
Speak: can interact with sufficient fluency and spontaneity to make regular interaction with native speakers quite possible; take an active
Part in discussions, present and sustain viewpoints; summarize main points of meetings or presentations; present clear detailed
Descriptions on a wide range of work related subjects; negotiate standard work-related matters effectively.
Write: can write a report passing on information or giving reasons for or against a particular point of view; can write emails, letters, documents highlighting
The significance and implications of the information provided; deal independently with routine correspondence in own area of work as long
As it does not involve very complex content.
Certification requirements:
Hp/canon print, kofax and microsoft server certifications are a plus
Soft skills/behavioral requirements:
Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
Ability to work and team with a multitude of different people to balance demands
Ability to deal efficiently with escalations and difficult situations/people under pressure, such as restoring services
Outstanding interpersonal, communication, organizational and decision-making skills
Ability to understand and integrate cultural differences and motives
Ey | building a better working world
Ey exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.
Enabled by data and technology, diverse ey teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.
Working across assurance, consulting, law, strategy, tax and transactions, ey teams ask better questions to find new answers for the complex issues facing our world today.
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Job activity
Posted 8 days ago
Company Description
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