Remote Support Specialist

About the Role

Join EY and craft a career tailored to your unique talents, supported by a global platform, inclusive culture, and cutting-edge technology. We value your distinct perspective to help enhance EY and create an outstanding experience for all.

As a Remote Support Specialist within the Collaboration Solution Support team, you will deliver second-level global support for end-user technology services including Classic and New Outlook L3 support, Zoom, Mural, Miro, MS Whiteboard, Planner, To Do, Project On Web, Kaltura, Social Live, Cvent, and Slido. Your work hours will span from 12:30 AM to 5 PM GMT.

Key Responsibilities

• Troubleshoot and diagnose incidents to quickly restore disrupted IT services.
• Resolve incidents adhering to established SLA and OLA targets.
• Identify opportunities to reduce incident frequency through improvements.
• Conduct detailed investigations and handle both incidents and service catalog requests.
• Coordinate between outage management and technical teams during infrastructure issues.
• Standardize processes related to end-user incident tracking.
• Review operational manuals and production support procedures, contributing insights to projects for appropriate technical support readiness.
• Develop and publish knowledge articles.
• Enhance operational efficiency by automating repetitive tasks.

Knowledge and Skills

• Comprehensive understanding of Incident Management and high-priority incident handling.
• Ability to remain focused and act swiftly under pressure.
• Coordination skills across IT personnel from various locations and cultural contexts.
• Strong analytical and decision-making skills conducive to independent work and reporting.
• Coaching capabilities for developing less experienced team members.
• Familiarity with Quality Management and ITIL Service Management (Incident, Problem, Change Management).
• Excellent multitasking skills maintaining quality under time pressure.
• Good knowledge of current IT infrastructure and application technologies.
• Strong communication skills, including listening, written, and speaking abilities.
• Deep expertise in Exchange environments and Outlook L3 support.
• Proficiency with collaboration tools: Mural, Miro, MS Whiteboard, Planner, To Do, Project on Web, Kaltura, Social Live, Cvent, Zoom, and Slido.
• Knowledge of Windows OS, Active Directory, and network fundamentals (LAN/WAN).

Process Leadership and Improvement

• Ensure adherence to established processes within the team.
• Drive process enhancements, including training, automation, and shift-left strategies.
• Provide technical guidance for new applications and services.
• Support incident management escalation teams with technical triage and recovery actions.
• Promote operational excellence by challenging existing strategies and incorporating new insights.
• Contribute to service intake and new service project technical input and automation of repetitive incident tasks.

Coaching and Development

• Provide personalized coaching and feedback to junior team members.
• Review work for quality compliance and suggest improvements.
• Recommend tailored developmental activities supporting various learning styles.

Qualifications

• Bachelor’s degree or equivalent in a related field.
• Between 6 to 8 years of overall experience with at least 3 to 4 years in Incident Management roles.
• Technical expertise supporting large, complex infrastructures.
• Experience providing IT services on a global scale.
• Proven background in ITIL Major Incident Management within large organizations.

Certifications

• Mandatory: MCSA Windows Server 2016 and ITIL Foundation Certification.
• Desirable: MCSA Office 365, Microsoft Exchange Server 2016 Certification (Exam 70-345), MCSE Productivity Solutions Expert, Microsoft 365 Certified Teamwork Administrator Associate, Microsoft Certified Desktop Support Technician (MCDST), and experience with analytics tools such as Power BI, Spotfire, or Tableau.

EY's Purpose

EY is committed to building a better working world by creating sustainable value for clients, people, and society, and by fostering trust in capital markets globally. Our diverse teams in over 150 countries combine data and technology to provide assurance and help clients grow, transform, and operate.