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EY

Support Specialist

EY

Remote Support Specialist providing second level support to end users for IT incidents in a global firm. Analyzing and resolving escalated requests while coaching junior team members.

Posted 7/29/2026full-timeRemote • 🇮🇳 IndiaMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Incident Management and ITIL practices, with a strong focus on improving operational efficiency and incident resolution processes. Proficient in liaising with technical teams and creating knowledge articles to enhance service delivery.

Highest-signal resume keywords
Incident ManagementITIL Major Incident ManagementMCSA: Windows Server 2016Analytical Tools (Power BI, Spotfire, Tableau)Experience in Global IT Requirements

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Incident ResolutionService Level AgreementsOperational Level AgreementsInfrastructure DiagnosisProcess StandardizationKnowledge Article CreationAutomation ImplementationTechnical SupportCollaboration Solutions SupportProduction Support Procedures
Soft Skills
Problem SolvingCollaborationCommunication
Tools & Technologies
Power BISpotfireTableauMicrosoft Exchange Server 2016Microsoft 365
Certifications & Qualifications
MCSA: Windows Server 2016ITIL FoundationMCSA: Office 365MCSE Productivity Solutions ExpertMicrosoft Certified Desktop Support Technician (MCDST)
Industry Keywords
Incident ManagementITILGlobal IT RequirementsTechnical SupportOperational Efficiency

Tech Stack

Tools & technologies
Tableau

About the role

Key responsibilities & impact
  • Provide second level of support to end users Incident and service requests that have been escalated by lower tiers
  • 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
  • Liaise between Outage Management and other Technical support teams 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
  • Create and submit knowledge articles
  • Improve efficiency of Operations by implementing efficient automated processes

Requirements

What you’ll need
  • Any Bachelor’s degree or related discipline
  • Overall 6-8 years of experience
  • 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.

Benefits

Comp & perks
  • Health insurance
  • Flexible working hours
  • Professional development opportunities