📍 Job Overview

• Job Title: Technical Support Analyst
• Company: PwC
• Location: Wellington - PwC Centre, Level 4, Wellington, Wellington, New Zealand
• Job Type: Full-Time
• Category: IT Support & Helpdesk
• Date Posted: 2025-07-14
• Experience Level: 2-5 years
• Remote Status: On-site

🚀 Role Summary

• Key Responsibilities: Enhance client experiences, manage incident resolution, collaborate with teams, and document root causes.
• Key Skills: Salesforce development, platform app builder certification, Salesforce, MuleSoft, AEM, Jira, Confluence, DevOps, strong communication skills, service mindset, process improvement, and problem-solving.
• 📝 Enhancement Note: This role requires a balance of technical expertise and customer service skills to effectively manage client issues and improve service delivery.

💻 Primary Responsibilities

• 🔑 Incident Management: Triage and resolve incidents, coordinate with offshore teams, and ensure efficient resolution.
• 📚 Knowledge Management: Participate in defect reviews, update the knowledge base, and support UAT activities to improve service quality.
• 🔄 Service Improvement: Collaborate with the delivery team and Service Delivery Manager to identify service trends and optimize service delivery.
• 🛠️ Tool Configuration: Assist in the configuration of tooling and dashboards to optimize service delivery and enhance client experiences.
• 📝 Documentation: Document root causes and standard operating procedures (SOPs) to support release planning and continuous improvement.

🎓 Skills & Qualifications

Education: Relevant degree or certification in IT or a related field.

Experience: 3-5 years in service desk or application support roles.

Required Skills:

• Salesforce development or platform app builder certification
• Experience with Salesforce or integration platforms such as MuleSoft or AEM
• Familiarity with Jira, Confluence, and DevOps tools
• Strong communication skills and a proactive service mindset
• Enthusiasm for process improvement and hands-on problem-solving

Preferred Skills:

• Government or professional services experience
• Familiarity with incident management frameworks (e.g., ITIL)

📝 Enhancement Note: While not explicitly stated, having experience with incident management frameworks and familiarity with government or professional services environments would be beneficial for this role.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role focuses on incident management and support, a portfolio is not explicitly required. However, demonstrating problem-solving skills and relevant experience through case studies or testimonials can strengthen your application.

💵 Compensation & Benefits

Salary Range: NZD 75,000 - 90,000 per annum (Based on market research and experience level)

Benefits:

• Annual cash contribution for wellness activities
• Life and income protection as part of the total remuneration package
• Paid parental leave for all parents, regardless of gender
• Enhanced leave capabilities, including the opportunity to purchase additional leave and two staff recognition days per year
• Digital upskilling through the Digital Academy

Working Hours: Full-time, with standard business hours and on-call rotations for incident management.

📝 Enhancement Note: The salary range provided is an estimate based on market research and experience level. Actual compensation may vary based on individual qualifications and company policy.

🎯 Team & Company Context

🏢 Company Culture

Industry: Professional services and consulting, with a focus on technology and digital transformation.

Company Size: Large, with a global network of member firms and a significant presence in New Zealand.

Founded: 1849 (globally), with a strong presence in New Zealand since the late 1800s.

Team Structure:

• Collaborative and cross-functional teams, working closely with clients and other PwC departments.
• Flat hierarchy, with a focus on empowerment and decision-making at the team level.

Development Methodology:

• Agile methodologies, with a focus on continuous improvement and client-centric delivery.
• Regular check-ins, stand-ups, and sprint planning to ensure efficient project management.

Company Website: https://www.pwc.co.nz/

📝 Enhancement Note: PwC's culture emphasizes collaboration, innovation, and client focus, with a strong commitment to digital upskilling and technology-driven solutions.

📈 Career & Growth Analysis

Web Technology Career Level: This role is an entry to mid-level position within PwC's technology and digital services practice. It offers opportunities for growth and specialization in incident management, service delivery, and technical support.

Reporting Structure: Reports directly to the Service Delivery Manager, with close collaboration with the delivery team, offshore teams, and other PwC departments.

Technical Impact: This role has a direct impact on client satisfaction, service quality, and incident resolution. It contributes to PwC's overall goal of delivering exceptional client experiences through technology-driven solutions.

Growth Opportunities:

• Specialization in incident management, service delivery, or other technical support areas.
• Opportunities to work on high-profile projects and gain exposure to diverse industries and technologies.
• Potential to progress into more senior roles, such as Service Delivery Manager or Technical Lead.

📝 Enhancement Note: PwC offers a range of growth opportunities, including internal mobility, training and development programs, and exposure to diverse industries and technologies.

🌐 Work Environment

Office Type: Modern, collaborative workspace with a focus on employee well-being and productivity.

Office Location(s): Wellington - PwC Centre, Level 4, with potential for remote work or flexible arrangements.

Workspace Context:

• Collaborative workspaces, with a focus on open communication and teamwork.
• Access to cutting-edge technology and tools to support productivity and innovation.
• Flexible work arrangements, including remote work and flexible hours, depending on the role and team requirements.

Work Schedule: Standard business hours, with on-call rotations for incident management and potential flexible arrangements based on team and project needs.

📝 Enhancement Note: PwC's work environment emphasizes collaboration, innovation, and employee well-being, with a focus on creating a positive and productive workspace for all employees.

📄 Application & Technical Interview Process

Interview Process:

1. Online Application: Submit your application through the PwC careers portal.
2. Phone Screen: A brief phone call to discuss your experience and fit for the role.
3. Technical Interview: A deeper dive into your technical skills and problem-solving abilities, focusing on incident management and support.
4. Final Interview: A conversation with the hiring manager to discuss your cultural fit and long-term career goals.

Portfolio Review Tips:

• Highlight your problem-solving skills and relevant experience through case studies or testimonials.
• Emphasize your communication skills and ability to work effectively with clients and teams.
• Demonstrate your enthusiasm for process improvement and continuous learning.

Technical Challenge Preparation:

• Brush up on your incident management skills and familiarity with relevant tools and frameworks.
• Prepare examples of how you've handled complex incidents and resolved client issues.
• Familiarize yourself with PwC's culture and values, and be ready to discuss how you align with them.

ATS Keywords: Incident management, service desk, application support, Salesforce, MuleSoft, AEM, Jira, Confluence, DevOps, communication skills, problem-solving, process improvement.

📝 Enhancement Note: PwC's interview process focuses on assessing your technical skills, problem-solving abilities, and cultural fit. Be prepared to discuss your experience and how you align with the company's values and goals.

🛠 Technology Stack & Web Infrastructure

📝 Enhancement Note: As this role focuses on incident management and support, the technology stack is not explicitly stated. However, familiarity with the following tools and platforms is essential:

• Salesforce and related platforms (e.g., MuleSoft, AEM)
• Jira and Confluence for project management and knowledge sharing
• DevOps tools for incident management and resolution
• Relevant incident management frameworks (e.g., ITIL)

👥 Team Culture & Values

Web Development Values:

• Client-centric: Focus on delivering exceptional client experiences through technology-driven solutions.
• Collaborative: Work closely with clients and teams to achieve shared goals and drive success.
• Innovative: Embrace continuous learning and improvement to stay ahead of industry trends and best practices.
• Quality-focused: Strive for excellence in all aspects of your work, from incident resolution to process improvement.

Collaboration Style:

• Cross-functional: Work closely with clients, teams, and other PwC departments to deliver integrated solutions.
• Agile: Embrace an iterative and collaborative approach to project management and service delivery.
• Supportive: Foster a culture of knowledge sharing and mentorship to help team members grow and succeed.

📝 Enhancement Note: PwC's culture emphasizes collaboration, innovation, and client focus, with a strong commitment to delivering exceptional client experiences through technology-driven solutions.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Managing complex incidents and resolving client issues in a timely and effective manner.
• Identifying and addressing service trends to improve service delivery and quality.
• Collaborating with diverse teams and stakeholders to deliver integrated solutions.

Learning & Development Opportunities:

• Access to PwC's extensive training and development programs, including digital upskilling through the Digital Academy.
• Opportunities to work on high-profile projects and gain exposure to diverse industries and technologies.
• Potential to progress into more senior roles, such as Service Delivery Manager or Technical Lead.

📝 Enhancement Note: PwC offers a range of growth opportunities, including internal mobility, training and development programs, and exposure to diverse industries and technologies. Embrace continuous learning and improvement to maximize your potential for growth and success.

💡 Interview Preparation

Technical Questions:

• Incident Management: Describe a complex incident you've managed and how you resolved it. What steps did you take to ensure efficient resolution and minimize client impact?
• Problem-Solving: Walk us through a challenging problem you've faced and how you approached it. What was the outcome, and what did you learn from the experience?
• Process Improvement: Discuss a time when you identified an opportunity for process improvement. How did you implement the change, and what was the result?

Company & Culture Questions:

• Client Focus: How do you ensure you're delivering exceptional client experiences, even in challenging situations?
• Teamwork: Describe a time when you worked collaboratively with a team to achieve a shared goal. What was the outcome, and what did you learn from the experience?
• Innovation: How do you stay up-to-date with industry trends and best practices? Can you share an example of how you've applied this knowledge to improve service delivery or resolve a client issue?

Portfolio Presentation Strategy:

• Case Studies: Prepare case studies that demonstrate your problem-solving skills and relevant experience in incident management and support.
• Testimonials: Gather testimonials from colleagues or clients that highlight your communication skills, client focus, and ability to work effectively with teams.
• Enthusiasm: Show your enthusiasm for process improvement and continuous learning, and be ready to discuss how you align with PwC's values and goals.

📌 Application Steps

To apply for this Technical Support Analyst position:

1. Submit your application through the PwC careers portal: https://www.pwc.co.nz/careers.html
2. Prepare for your phone screen by reviewing your experience and fit for the role.
3. Brush up on your incident management skills and prepare for your technical interview.
4. Research PwC's culture and values, and be ready to discuss how you align with them during your final interview.

📝 Enhancement Note: PwC's application process focuses on assessing your technical skills, problem-solving abilities, and cultural fit. Be prepared to discuss your experience and how you align with the company's values and goals. Good luck with your application!