[Hiring] Remote Support Specialist @EY

Role Description

The primary responsibility of the role is to provide second level of support to end users Incident, service requests that have been escalated by lower tiers. The candidate will be part of the Collaboration Solution Support team and responsible for supporting End User Technology services (i.e., Classic Outlook L3 support, New outlook support, Zoom Account Provisioning, Mural, Miro and MS whiteboard, Planner, To Do, Project On Web, Kaltura, Social live, Cvent, and Slido). Candidate will be working between 12:30 AM GMT – 5 PM GMT.

• Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible.
• Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements.
• Identify improvement opportunities within incident resolution focusing on Incident reduction.
• Provide specialized investigation and diagnosis of all Incidents and Service Catalogue Requests.
• Liaising between Outage Management and other Technical support team on Infrastructure outages for resolution.
• Enable standardization of processes and working practices as they relate to End User Incident track.
• Review Operation Manuals, Production Support Procedures and provide input into projects to ensure Collaboration Solution Support receives the correct level of technical information (knowledge and access) required to support new applications/services.
• Create and submit knowledge articles.
• Improve efficiency of Operations by implementing efficient automated processes.

Qualifications

• Knowledge in all aspects Incident Management processes and High Priority Incidents.
• Ability to work well in high pressure environment whilst maintaining focus and sense of urgency.
• Ability to coordinate various levels IT Services personnel across multiple locations and cultural backgrounds.
• Ability to demonstrate analytical/decision making while preparing reports or working independently.
• Ability to coach & develop in an escalated role.
• Familiarity with Quality Management Processes.
• Ability to multitask time critical tasks while maintaining highest levels of quality.
• Familiarization of current IT infrastructure and application technology.
• Understanding of ITIL Service Management principles particularly Incident, Problem and Change Management.
• Strong listening, written and verbal communication skills.

Requirements

• Education: Any Bachelor’s degree or related discipline.
• Experience: Overall 6-8 years & Minimum 3-4 Years of experience in Incident Management.
• Good technical background with understanding of large complex infrastructure.
• Experience working with IT requirements of a global firm.
• Experience of ITIL Major Incident Management and coordination in a large organization.
• Certification Requirements:
• Must have:
• MCSA: Windows Server 2016.
• ITIL Foundation certification.
• Good to Have:
• MCSA: Office 365.
• Designing and Deploying Microsoft Exchange Server 2016 (Exam 70-345).
• MCSE Productivity Solutions Expert.
• Microsoft 365 Certified: Teamwork Administrator Associate.
• Microsoft Certified Desktop Support Technician (MCDST).
• Knowledge in analytical tools like Power Bi, Spotfire, Tableau.

Benefits

• Build a career as unique as you are, with global scale, support, inclusive culture, and technology.
• Opportunity to help EY become even better.
• Build an exceptional experience for yourself, and a better working world for all.