Job Description

Job Description – V&A Technology Support Technician - Country

This role presents an excellent opportunity to make a significant impact, working within the LTS Ventures and Acquisition Technology Support team in Europe/APAC.  The V&A Tech Support technician serves as the main point of contact for acquired employees who require technical support during the Post Merger Integration (PMI) process, and act as the key conduit between the local in-country LTS organization and the global V&A team to ensure on-time smooth delivery of acquisition enablement, technology support and key deliverables such as development and sign-off of Acquisition SOWs, coordination/management of NJOs (New Joiner sessions) and tracking of V&A deliverables as determined by the Global V&A team.

Role/Responsibilities

  • Provide first line of incident management for acquisition employees throughout the integration period, including but not limited to enablement, workstation (Mac, PC and Linux) and compliance issues
  • Provide as-needed support for escalations within region, with potential for travel to acquisition locations.
  • Support new joiner/enablement sessions for all acquisitions in country/region
  • Provide “white glove” support for acquisition MD enablement
  • Gain and grow understanding of V&A processes and requirements for support at various stages through the PMI journey, looking for opportunities to improve service offerings
  • Coordinate and manage Transition to Operations activities within the region, including input into Technology Support Blueprints and Statement of Works.
  • Maintain community of practice with other regional and global counterparts from within the Accenture and Acquisition IT communities



Qualifications

Basic Qualifications:

  • Minimum of 2 years of experience with Workstation support both PC and MAC hardware and software support.
  • Minimum of 1 year in a IT Service Management / Operations organization or role
  • Excellent customer service and stakeholder manager skills.
  • Strong communication skills both written and verbal
  • Strong written and verbal English language skills
  • Understanding and use of ServiceNow, or equivalent incident management toolsets.
  • ITIL Foundation preferred but not essential.
  • Mac/Windows support certs like Apple Mac ACMT or Microsoft IT Support preferred but not essential.
  • Experience with supporting Microsoft O365 or GSuite / Google Workspace

Professional Skill Requirements:

  • Excellent customer service skills.
  • Excellent communication skills, including the ability to communicate to all levels of client personnel - both written and verbal through all line of communication
  • Ability to remain calm and courteous in challenging situations.
  • Ability to honor commitments and deadlines on assigned tasks.
  • Ability to prioritize tasks and complete assignments in a timely manner.
  • Ability to foster a high performing and collaborative environment.
  • Excellent problem-solving skills (Issue Identification Analysis and Solving).

Locations

Auckland,Brisbane,Melbourne,Perth,Singapore,Sydney

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COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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