MS - IT Infra Cloud - Senior Associate Sr Analyst - Digital Workplace Administrators - Virtualization - 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.

Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn’t clear, you ask questions, and you use these moments as opportunities to grow.

Skills

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

• Respond effectively to the diverse perspectives, needs, and feelings of others.
• Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems.
• Use critical thinking to break down complex concepts.
• Understand the broader objectives of your project or role and how your work fits into the overall strategy.
• Develop a deeper understanding of the business context and how it is changing.
• Use reflection to develop self awareness, enhance strengths and address development areas.
• Interpret data to inform insights and recommendations.
• Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firms code of conduct, and independence requirements.
  
  

Job Summary

We are seeking a highly skilled Subject Matter Expert (SME) with deep expertise in collaboration platforms, client sync applications, and scheduling tools predominantly within the Microsoft 365 ecosystem as well as non-Microsoft collaboration and communication tools. The ideal candidate will be responsible for handling L3 escalations, complex troubleshooting, and providing expert-level support to ensure high availability and seamless user experience across multiple collaboration platforms.

Key Responsibilities

• Lead Tier 2 escalations and provide advanced troubleshooting for the Microsoft 365 suite, including Outlook, Teams, OneDrive sync, Planner, Loop, Bookings, and other collaboration tools.
• Deliver in-depth support for Box Endpoint Client sync issues, ensuring data integrity and performance across user endpoints.
• Support Zoom Outlook plug-in and scheduling features, resolving integration and usability challenges.
• Provide expert support and troubleshooting for non-Microsoft collaboration tools such as Miro, Lucidchart, Adobe Creative Suite, and Adobe Acrobat.
• Manage and troubleshoot SnapComms Ticker notifications utilized for clinical outages and urgent messaging, ensuring timely and reliable communication.
• Support Cloud Drive Mapper solutions related to OneDrive, including permissions, sync conflicts, and mapping issues.
• Collaborate closely with end-users, vendors, and cross-functional IT teams to resolve issues efficiently and minimize downtime.
• Develop, maintain, and update comprehensive technical documentation, knowledge base articles, and training content.
• Mentor and guide junior support staff to strengthen team expertise and capabilities.
  
  

Technical Responsibilities

• Minimum of 6 years’ experience in IT support, specializing in collaboration and sync applications.
• Proven expertise in Microsoft 365 applications with capabilities to resolve complex L3 escalations (Outlook, Teams, OneDrive, Planner, Loop, Bookings).
• Hands-on experience supporting Box endpoint clients and resolving sync challenges.
• Strong understanding of Zoom Outlook plug-in configuration and troubleshooting.
• Experience supporting and troubleshooting collaboration tools outside the Microsoft ecosystem including Miro, Lucidchart, Adobe Creative Suite, and Acrobat.
• Familiarity with SnapComms or equivalent urgent messaging platforms.
• Knowledge of Cloud Drive Mapper and cloud storage integrations preferred.
• Excellent analytical, problem-solving, and communication skills to liaise effectively across teams and end-users.
• Experience in creating clear, user-oriented technical documentation and training materials.
• Relevant certifications in Microsoft 365, collaboration tools, or IT service management (e.g. ITIL) are advantageous.
• 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 the office (5 days)

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