MS - IT Infra Cloud - Associate Analyst - Digital Workplace Administrators - Collaboration - Operate

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. Those in cloud operations at PwC will focus on managing and optimising cloud infrastructure and services to enable seamless operations and high availability for clients. You will be responsible for monitoring, troubleshooting, and implementing industry leading practices for cloud-based systems.

Driven by curiosity, you are a reliable, contributing member of a team. In our fast-paced environment, you are expected to adapt to working with a variety of clients and team members, each presenting varying challenges and scope. Every experience is an opportunity to learn and grow. You are expected to take ownership and consistently deliver quality work that drives value for our clients and success as a team. As you navigate through the Firm, you build a brand for yourself, opening doors to more opportunities.

Skills

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Apply a learning mindset and take ownership for your own development.
• Appreciate diverse perspectives, needs, and feelings of others.
• Adopt habits to sustain high performance and develop your potential.
• Actively listen, ask questions to check understanding, and clearly express ideas.
• Seek, reflect, act on, and give feedback.
• Gather information from a range of sources to analyse facts and discern patterns.
• Commit to understanding how the business works and building commercial awareness.
• Learn and apply professional and technical standards (e.g. refer to specific PwC tax and audit guidance), uphold the Firms code of conduct and independence requirements.
  
  

Job Summary

We are looking for a motivated and technically skilled Collaboration & Endpoint Support Specialist to join our IT support team. The ideal candidate will have hands-on experience in supporting collaboration tools within the Microsoft 365 ecosystem as well as various non-Microsoft collaboration platforms. This role involves providing L2 escalated support, troubleshooting sync issues, plug-in support, and handling urgent communication tools in a fast-paced environment.

Key Responsibilities

• Provide L2 escalated support for Office 365 suite applications including Outlook, Teams, OneDrive sync, Planner, Loop, and Bookings.
• Troubleshoot and resolve complex client sync issues with Box Endpoint Client.
• Support Zoom Outlook plug-in installation, configuration, and scheduling issues to ensure smooth meeting management.
• Provide support for non-Microsoft collaboration tools such as Miro, Lucidchart, Adobe Creative Cloud, and Adobe Acrobat applications.
• Manage and support SnapComms ticker system for clinical outages and urgent notifications, raising timely alerts to stakeholders.
• Support Cloud Drive Mapper configurations and troubleshooting for OneDrive integration and sync.
• Collaborate with cross-functional IT teams to escalate and resolve issues effectively.
• Document recurring issues and resolutions to improve knowledge base and streamline future reference.
• Assist in user education and training sessions to reduce recurring incidents and improve user proficiency.
  
  

Technical Responsibilities

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
• 2 to 5 years of experience in IT support with focus on collaboration tools and endpoint sync applications.
• Strong hands-on experience with Microsoft 365 applications, especially Outlook, Teams, and OneDrive sync.
• Proficient with Box Endpoint Client support and troubleshooting.
• Experience supporting Zoom plugins, meeting scheduling, and related integration issues.
• Familiarity with non-Microsoft collaboration tools - Miro, Lucidchart, Adobe Creative Cloud suite, and Adobe Acrobat.
• Experience with SnapComms or similar urgent messaging/ticker systems is a plus.
• Knowledge of Cloud Drive Mapper or similar cloud drive mapping tools for OneDrive.
• Good troubleshooting skills to identify and resolve complex sync and application issues.
• Strong communication skills to interact with end-users and IT teams effectively.
• Ability to work in a dynamic, fast-paced support environment and handle multiple escalations.
  
  

Professional Experience

• End to end incident, problem management with RCA
• Be On-Call for critical issues
• Review and recommend improvements within existing technical environment
• Strong ITIL Process knowledge
• Strong analytical, troubleshooting and problem-solving skills
  
  

Education Qualification

• Higher Level Qualification in a technical subject is desirable
• Any Microsoft Certification
  
  

Additional Information

• Strong written and Oral communication skills.
• Should be open to work in shifts.
• Should be operating from th

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