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Job Title: Remote Support Specialist

Team: Collaboration Solution Support

Scope: Global Support

ident Mnagement Lead

Job Summary

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

Essential Functions of the Job:





• 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 current applications/services.

• Create and submit knowledge articles

• Improve efficiency of Operations by implementi

📌 Remote Support Specialist (Gurugram)
🏢 EY
📍 Gurugram