Join EY and build a remarkable career within a global, inclusive, and technology-driven environment. As a Remote Support Specialist, you will be instrumental in providing critical second-level support for end-user incidents and service requests escalated by lower tiers. You will join the Collaboration Solution Support team, focusing on a range of End User Technology services including Outlook (classic and new), Zoom, Mural, Miro, MS Whiteboard, Planner, To Do, Project On Web, Kaltura, Social Live, Cvent, and Slido.

This role offers the opportunity to contribute to a better working world by ensuring seamless technology operations for clients and colleagues across the globe. Your unique perspective will be valued as we strive for continuous improvement and innovation.

Your primary role involves investigating and diagnosing IT incidents to swiftly restore services, ensuring resolutions are achieved within specified Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

You will identify opportunities for process improvements to reduce incident occurrences and provide specialized diagnostic support for all incidents and service catalogue requests. This includes liaising with outage management and other technical teams during infrastructure outages. You will also contribute to standardizing processes, reviewing operational manuals, and creating knowledge articles to enhance support efficiency.

Furthermore, you will drive the automation of repetitive incident resolution tasks, promote operational excellence by challenging existing practices, and contribute new insights to team best practices. Technical assistance and advice will be provided for new services, supporting the End User Technical track within P1Sx Incident Management.

The ideal candidate possesses a strong understanding of incident management processes, particularly for high-priority incidents, and excels in high-pressure situations. You should be adept at coordinating IT services personnel across diverse locations and cultures, demonstrating strong analytical and decision-making skills.

We are looking for individuals with a foundation in ITIL principles, including Incident, Problem, and Change Management, and excellent listening, written, and verbal communication skills. Familiarity with quality management processes and the ability to multitask effectively are essential.

This role requires a solid technical background with experience in Exchange environments, expertise in Outlook L3 support, and knowledge of collaborative tools like Zoom, Mural, Miro, and MS Whiteboard. Understanding of Windows Operating System, Active Directory, and network fundamentals is also crucial. A Bachelor's degree and 6-8 years of overall experience, with a minimum of 3-4 years in Incident Management, are required. Relevant certifications such as MCSA: Windows Server 2016 and ITIL Foundation are mandatory.