Remote Support Specialist

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Job Title: Remote Support Specialist

Team: Collaboration Solution Support

Scope: Global Support

ident Management 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 new applications/services.
• Create and submit knowledge articles
• Improve efficiency of Operations by implementing efficient automated processes.

Knowledge and Skills Requirements:

• 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.

Process Alignment/Technical Leadership:

• Ensure team adherence to established processes.
• Implement process improvement plans including training, shift left activities and identification of automation.
• Seek out solutions to technical questions and service support inconsistencies.
• Provide technical triage and resolution steps for new applications/services from escalation support teams.
• Provide technical assistance to the End User Technical track team within P1Sx Incident Management. Helping in identification of appropriate recovery actions and required technical resources.
• Review 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.
• Drive automation of redundant incident resolution activities.
• Promote operational excellence by challenging current practices, carrying out research and contributing new data and insights into team’s best practices.
• Technical involvement/advice within Service Intake and/or within projects for new services which fall under the End User Technical track

Technical Skill

• Excellent Knowledge in Exchange Environment
• Expertise in Outlook L3 support, new outlook support
• Knowledge in Mural, Miro and MS whiteboard, Planner, To Do, Project On Web, Kaltura, Social live, Cvent, Zoom and Slido
• Understanding in Windows Operating System, Active Directory, Network LAN/WAN

Coaching & Development:

• Promote operational excellence by challenging current practices, carrying out research and contributing new data and insights into team’s best practices.
• Coach 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.
  • Providing constructive feedback tailored to each person’s style and environment.
  • Adopting appropriate coaching techniques to meet the various needs of team members.
  • Recommending development activities tailored to each team member’s needs and learning style.

Job Requirement:

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.

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