IT Support Associate

Local Technology Coordination

• Responsible for acquisition, installation, maintenance and use of technology (eg, PCs, printers, servers).
• Liaison between local technology and business needs and/or client projects, providing support and advice on technical related issues.
• Sets up and troubleshoots connectivity or performance issues related to all Accenture collaboration tools.
• Resolves problems related to new or existing technology equipment.
• Champions initiatives implemented by the CIO Organization and provides feedback on effectiveness as and when required.
• Develops and delivers training to local customers on the use of technology.

Workstation Support

• Provides workstation support to local customers, resolving reported hardware, operating systems, and configuration issues through troubleshooting and research.
• Prioritizes and updates problem status information.
• Maintains data integrity and security for workstations environment.
• Performs installations, upgrades and backups as requested/necessary.

Systems Administration

• Maintains integrity of the server operating system environment.
• Performs system software upgrades including planning/scheduling, testing, and coordination.
• Performs workstation and server administration setup.
• Maintains software and hardware inventories.
• Maintains production change control schedule and participates in change control as necessary.

Local Network Engineer & Administration

• Manages load configuration of central data communication processor.
• Coordinates terminal orders and cable installation, network system planning, installing, monitoring, testing, and servicing.
• Manages the operational activities for voice/data network services.
• Oversees installation and repair of network components.
• Reports on network operation statistics.
• Coordinates equipment installation and delivery schedules.
• Performs hardware and software moves, add and changes.
• Ensures network and all related equipment are in working condition.
• Responds to and repairs all trouble reports related to the network circuits.
• Maintains records on repairs, down time, changes and updates.
• Keeps and maintains cable records and wiring diagrams.
• Performs cable changes according to industry standard.
• Supports/troubleshoots network problems.
• Coordinates with service providers and equipment manufacturers for installation of such items as routers, switches, Firewall and voice messaging systems, audio/video conferencing platforms & other collaborative tools and/or emerging technologies in voice/data networks such as wireless and other mobility services.

• Manages engineering activities for voice/data network design, development, and implementation.
• May also be responsible for coordination and execution of network deployment activities.

Voice System Support Services

• Fault monitoring of all voice communication systems/equipment including escalation to vendor/carrier maintenance/help desk sections and monitoring of results.
• Maintains documentation including carrier services, extension allocations, system configurations and floor maps.
• Timely communication to practice management and practice personnel regarding downtime, system faults and changes in telecommunications operations.
• Manage and deliver solutions according to the SLA.
• Identify and resolve/escalate all problems, requests and outages.
• Classify, prioritize and escalate problems to the appropriate voice SMEs.
• Ensure ownership of problems/requests.
• Ensure a high level of quality client service is provided to the practice.
• Understand and enforce the firm’s global standards, security and licensing guidelines.