Job Description

Line of Service Internal Firm Services
Industry/Sector Not Applicable
Specialism IFS - Internal Firm Services - Other
Management Level Senior Associate
& Summary At PwC, our people in infrastructure focus on designing and implementing robust, secure IT systems that support business operations. They enable the smooth functioning of networks, servers, and data centres to optimise performance and minimise downtime.
In infrastructure engineering at PwC, you will focus on designing and implementing robust and scalable technology infrastructure solutions for clients. Your work will involve network architecture, server management, and cloud computing experience.
*Why PWC
At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more .
At PwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm's growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations. "
& Summary:
Tech Hub enables our company's businesses to achieve their technology-driven goals. The work undertaken in Tech Hub covers a range of areas from leading and supporting the company through to the build or adoption of new technology, to protecting against risk, and delivering valuable data insights that transform our technology capabilities.
Candidate provides second-line support, handling complex technical issues and ensuring the seamless operation of application support. This role demands a strong analytical mindset, excellent communication skills, and the ability to work collaboratively with cross-functional teams
Responsibilities:

• Provide 2nd and/or 3rd level support, resolving complex technical issues.

• Log and track 2nd and/or 3rd level support requests, ensuring timely resolution.

• Review and oversee documentation including: guides, FAQs and knowledge based articles.

• Collaborate with other IT teams to ensure seamless service delivery.

• Performing effective Incident resolution, Problem Determination and Root Cause Analysis in accordance with Service Level Agreements (SLAs).

• Conducting system analysis, configuration management and develop improvements for system software performance, availability and reliability.

• Provide guidance and support to first-line support staff.

• Work with other IT teams to resolve system-wide issues.

• Understanding the impacts of upcoming enhancements to the environments.

• Support developers by enabling structured and managed environments and deployment processes.

• Document and review requirements, processes and procedures.

• Create and manage DevOps pipelines for the firm.

Mandatory Skill Sets:

• Experience in a Application technical support role.

• Experience with cloud services and platform-as-a-service (PaaS) offerings

• Strong understanding of software development and app platform operations

• Excellent problem-solving skills

• Proficiency with ticketing systems and support tools

• Knowledge of DevOps.

• A technical expert who uses your specialized skills to provide advice to others.

• Ability to solve more complex task problems leveraging basic experience, analysis, specific guidance provided and judgement.

• Ability to provide daily direction and supervision for more junior members of the team (if applicable).

• Ability to plan priorities for the year and manage your own responsibilities and workload based on direction.

• Ability to complete bigger tasks with direct contribution to large projects and/or lead small scale improvements.

Preferred Skill Sets:

• Curiosity: A natural curiosity and eagerness to learn, explore new ideas, and see past the status quo.

• Collaboration: A natural collaborator, suited to work in a collaborative culture with a diverse and talented team that values collaboration, constructive challenging and mutual respect.

• Challenge: Demonstrates the capability to question and challenge ideas, decisions, and processes in a constructive manner, fostering a culture of continuous improvement and innovation while maintaining respect and professionalism in all interactions.

• Value Driven: Demonstrates a strong commitment to ethical principles and organisational values, ensuring that all actions and decisions align with the company's mission and integrity standards.

• Friendly and approachable, with a strong customer service orientation.

• Patient and able to explain technical concepts to non-technical users.

• Reliable and dependable.

• Willingness to learn and grow in the Support Team and keep abreast with industry trends.

Years of Experience Required:
4+ yrs

• Education Qualification:

• Bachelor's degree in Computer Science, Information Technology, or related field. Advanced degree or relevant certifications are a plus.

Education (if blank, degree and/or field of study not specified) Degrees/Field of Study required: Bachelor of Engineering
Degrees/Field of Study preferred:
Certifications (if blank, certifications not specified)
Required Skills Online Technical Support
Optional Skills Accepting Feedback, Accepting Feedback, Active Listening, Amazon Web Services (AWS), Analytical Thinking, Architectural Engineering, Business Continuity, Cloud Architectures, Cloud Compliance, Cloud Infrastructure, Cloud Migration, Cloud Virtualization, Communication, Continuous Deployment, Continuous Integration/Continuous Delivery (CI/CD), Creativity, Data Infrastructure, DevOps Practices, Disaster Recovery, Embracing Change, Emotional Regulation, Empathy, Google Cloud Platform, Hardware Troubleshooting, Hybrid Cloud {+ 31 more}
Desired Languages (If blank, desired languages not specified)
Travel Requirements
Available for Work Visa Sponsorship?
Government Clearance Required?
Job Posting End Date

Skills Required