Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Internal Firm Services - Other

Management Level

Associate

Job Description & Summary

At PwC, our people in information technology operations focus on managing and maintaining the technology infrastructure and systems to provide smooth operations and efficient delivery of IT services. This includes monitoring network performance, troubleshooting issues, and implementing security measures.

In service management at PwC, you will focus on overseeing and confirming the delivery of quality and timely services. You will monitor vendor compliance with contractual agreements for service quality, availability, and reliability, manage the business and delivery of services, and lead service recovery in case of major incidents.

*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 about us.

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. "

Job Description & Summary:

A career within Information Technology as a Support Technician at Tech Hub involves providing first-line technical assistance and support for queries and issues related to application platforms. This position assists with maintaining optimal system functionality and ensures customer satisfaction through resolving technical problems.

Responsibilities:

Handle escalated issues from Level 1 support related to Office 365, Intune, Exchange Online, SharePoint, Teams, and other collaboration tools.
Diagnose and resolve complex technical problems with Microsoft 365 services and Google Workspace applications.
Create and maintain detailed documentation of issues, resolutions, and configurations within the ticketing system.
Work closely with Level 1 support, engineering teams, and other stakeholders to resolve issues and improve system performance.
Configure and manage Google Workspace settings, security policies, and user accounts, including managing mobile devices and performing security audits.
Provide guidance and training to users on Google Workspace and Vault functionalities, including onboarding and offboarding procedures.
Manage security settings, enforce policies, and ensure data governance and compliance within the organization.
Monitor system performance, identify potential issues, and implement solutions to maintain optimal system functionality.
Create and maintain documentation, knowledge base articles, and best practices for Google Workspace and Vault administration.
Manage data retention policies for eDiscovery purposes.
Ensure proper recording and closure of all reported issues

Mandatory skill sets:

Strong understanding of Microsoft 365, including Exchange Online, SharePoint Online, Teams, OneDrive, and Intune.
Proven ability to diagnose and resolve complex technical issues.
Understanding of cloud services and platform-as-a-service (PaaS) offerings.
Familiarity with ticketing systems and support tools

Preferred skill sets:

Relevant Microsoft 365 certifications (e.g., MS-900, MS-100, MS-101) and Google Workspace Administrator Certification.

Years of experience required:

4+ yrs

Education qualification:

Any Ug/Pg

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

Degrees/Field of Study required: Master Degree, Bachelor Degree

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Microsoft SharePoint

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Communication, Communications Planning, Conflict Resolution, Contract Management, Contract Negotiation, Crisis Management, Customer Relationship Management, Customer Service Excellence, Customer Service Management, Developing Service Standards, Emotional Regulation, Empathy, Escalation Management, Inclusion, Information Technology Infrastructure Library (ITIL), Intellectual Curiosity, Internal Communication (IC), Issue Management, IT Business Strategy, ITIL Compliance, IT Project Lifecycle, IT Service Management (ITSM) {+ 19 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date

IN-Associate_ M365 & Collaboration_IN_IT_ Services CO_IFS_PAN India

PWC

Job Description

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