{"id":1899680,"url":"https://alion.io/job/ernst-young-remote-support-specialist","title":"Remote Support Specialist","company":{"id":2859,"name":"EY","domain":"ey.com","url":"https://alion.io/company/ey-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":15000,"max_usd":41000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":8},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Miro","optional":false},{"name":"Outlook","optional":false},{"name":"Shift-Left Security","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false},{"name":"Power BI","optional":true}],"status":"live","first_seen_at":"2026-10-05T10:14:45Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-27T09:48:44Z","board_verified":true,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":22},"description":"At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.\nJob Title: Remote Support Specialist\nTeam: Collaboration Solution Support\nScope: Global Support\nident Mnagement Lead\nJob Summary\nThe 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\nEssential Functions of the Job:\nInvestigate and diagnose Incidents to restore a failed IT Service as quickly as possible\nResolve Incidents within the specified Service Level Agreements/Operational Level Agreements\nIdentify improvement opportunities within incident resolution focusing on Incident reduction\nProvide specialized investigation and diagnosis of all Incidents and Service Catalogue Requests\nLiaising between Outage Management and other Technical support team on Infrastructure outages for resolution.\nEnable standardization of processes and working practices as they relate to End User Incident track.\nReview 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.\nCreate and submit knowledge articles\nImprove efficiency of Operations by implementing efficient automated processes.\nKnowledge and Skills Requirements:\nKnowledge in all aspects Incident Management processes and High Priority Incidents.\nAbility to work well in high pressure environment whilst maintaining focus and sense of urgency.\nAbility to coordinate various levels IT Services personnel across multiple locations and cultural backgrounds\nAbility to demonstrate analytical/decision making while preparing reports or working independently.\nAbility to coach & develop in an escalated role\nFamiliarity with Quality Management Processes\nAbility to multitask time critical tasks while maintaining highest levels of quality\nFamiliarization of current IT infrastructure and application technology.\nUnderstanding of ITIL Service Management principles particularly Incident, Problem and Change Management.\nStrong listening, written and verbal communication skills.\nProcess Alignment/Technical Leadership:\nEnsure team adherence to established processes.\nImplement process improvement plans including training, shift left activities and identification of automation.\nSeek out solutions to technical questions and service support inconsistencies.\nProvide technical triage and resolution steps for new applications/services from escalation support teams.\nProvide technical assistance to the End User Technical track team within P1Sx Incident Management. Helping in identification of appropriate recovery actions and required technical resources.\nReview Ops Manuals and PSPs and provide input into projects to ensure ISM receives the correct level of technical information (knowledge and access) required to support new apps/services.\nDrive automation of redundant incident resolution activities.\nPromote operational excellence by challenging current practices, carrying out research and contributing new data and insights into team’s best practices.\nTechnical involvement/advice within Service Intake and/or within projects for new services which fall under the End User Technical track\nTechnical Skill\nExcellent Knowledge in Exchange Environment\nExpertise in Outlook L3 support, new outlook support \nKnowledge in Mural, Miro and MS whiteboard, Planner, To Do, Project On Web, Kaltura, Social live, Cvent, Zoom and Slido\nUnderstanding in Windows Operating System, Active Directory, Network LAN/WAN\nCoaching & Development:\nPromote operational excellence by challenging current practices, carrying out research and contributing new data and insights into team’s best practices.\nCoach and develop more junior members of the Collaboration Solution Support team by:Reviewing others’ work for compliance with team quality standards and provide suggestions for improvement.\nProviding constructive feedback tailored to each person’s style and environment.\nAdopting appropriate coaching techniques to meet the various needs of team members.\nRecommending development activities tailored to each team member’s needs and learning style.\n\nJob Requirement:\nEducation\nAny Bachelor’s degree or related discipline\nExperience\nOverall 6-8 years & Minimum 3-4 Years of experience in Incident Management\nGood technical background with understanding of large complex infrastructure\nExperience working with IT requirements of a global firm\nExperience of ITIL Major Incident Management and coordination in a large organization\nCertification Requirements:\nMust have\nMCSA: Windows Server 2016\nITIL Foundation certification\nGood to Have\nMCSA: Office 365\nDesigning and Deploying Microsoft Exchange Server 2016(Exam 70-345) \nMCSE Productivity Solutions Expert\nMicrosoft 365 Certified: Teamwork Administrator Associate\nMicrosoft Certified Desktop Support Technician (MCDST)\nKnowledge in analytical tools like Power Bi, Spotfire, Tableau.\nEY | Building a better working world\nEY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.\nEnabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.\nWorking across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world 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