IT Support Agent Full-time Job

At PwC, our Information Technology Operations team is dedicated to managing and maintaining the firm’s technology infrastructure and systems to ensure smooth operations and efficient delivery of IT services. This includes:

• Monitoring network performance

• Troubleshooting technical issues

• Implementing security measures

Those in IT Support provide front-line technical assistance to enable the seamless functioning of hardware and software systems. In this role, you will:

• Offer support to both internal and external clients

• Resolve technical issues promptly across various communication channels

• Operate at Level 2 to Level 4 support tiers

You are expected to be a curious, reliable, and adaptable team player who thrives in a fast-paced environment. Every engagement is a chance to learn and grow. As part of the firm, you will build your professional brand while consistently delivering quality work that adds value to both clients and the PwC team.

Key Capabilities and Behaviours Expected at This Level

• Apply a learning mindset and take responsibility for personal development

• Show empathy and appreciate diverse perspectives

• Maintain high performance and continually develop your potential

• Actively listen, seek clarity, and communicate effectively

• Act on feedback and provide constructive feedback to others

• Use diverse information sources to analyze and identify patterns

• Develop commercial awareness and understand how the business operates

• Uphold professional and technical standards, including PwC’s Code of Conduct and independence requirements

Role Summary

The IT Support Analyst provides 1st and 2nd line technical support across multiple locations and platforms. This hybrid role combines in-person support (Tech Lounges) and remote service desk responsibilities. The analyst is a key point of contact for IT incidents and service requests, ensuring high customer satisfaction and operational effectiveness.

Key Responsibilities

Technical Support & Incident Management

• Provide 1st and 2nd line support via phone, email, chat, and in-person

• Log, diagnose, and resolve incidents using ITSM tools

• Deliver desk-side and Tech Lounge support (hardware setup, repairs, AV, printing, video conferencing)

• Support Windows, Mac OS, Microsoft Office, and mobile/enterprise applications

• Handle user account administration and access management

Customer Service & Communication

• Deliver professional, consistent, and courteous support

• Communicate effectively with users, team members, and leadership

• Foster a customer-centric culture focused on quality service delivery

Collaboration & Knowledge Sharing

• Collaborate with Infrastructure and other IT support teams

• Create and maintain support documentation and knowledge base content

• Share knowledge to support team development and service excellence

Monitoring, Analysis & Continuous Improvement

• Monitor systems proactively and participate in IT projects

• Identify recurring issues and contribute to problem management

• Suggest and implement process improvements

Operational & Asset Support

• Maintain accurate documentation and logs

• Participate in on-call/after-hours support rotations

• Support IT asset management and policy compliance

Required Skills & Experience

Essential

• CompTIA A+ / N+, and Microsoft certifications (MCSE, MCSA, MCP)

• 3+ years in IT support roles

• Strong troubleshooting and technical problem-solving skills

• Familiarity with ITSM systems and call logging tools

• Excellent communication skills (written and verbal)

• Ability to work under pressure, independently or in teams

Desirable

• Service Desk Foundation certification

• Experience supporting AV systems and printers

Personal Attributes

• Self-driven, resilient, and proactive

• Analytical with attention to detail

• Friendly, confident, and team-oriented

• Committed to ongoing learning and improvement