Job Description :
Job Title: L1 Support Engineer
Location: Cincinnati – Ohio
Function/department/project name: IT Infrastructure Service | IT Services

Purpose of the job:

Resolving the incidents or processing the service requests raised by EY users which are escalated from L1 team through Service-Now
Provide L1 support for calls
Coordinate & Handle L1 call volume during surge / spike in call volumes
Follow set chase process to ensure open tickets are managed and closed in timely manner
Provide resolution to the reported issues on the first go and thereby enhancing customer experience
2. Main responsibilities
Handle Service Now Incidents & Service Requests logged by L1 agents
Provide Level 2 support for application , messaging , Network & Desktop related issues
Troubleshoot and resolve escalated incidents
Acting on Service Requests
End products/project outcome
Provide resolution & ensure excellent customer satisfaction

3. Technical competences required


Troubleshoot Microsoft Outlook issues. Configuration, Send/Receive issues etc.
Lotus Notes E-mail: Missing emails, access (PWD biggest driver), shared mailboxes
Lotus Notes Database: Access, Syncing, Auto forward
Active Directory – Account Locks, Access, Expiration, Update Information
Shared Drives – Access to shared drives is the largest driver
EY Remote Connect – How to connect, unable to connect, missing components, network connection issues
Application Support
Microsoft Lync, Microsoft Excel.
EY Learning and Development System – System not showing course as completed, accidentally canceled course, courses not loading

Technical competences and skills:

Experience in troubleshooting messaging, network, Outlook, Desktop & Application related issues.

4. Associate development:

Key learning opportunities

As the associate will be directly interacting with the End users there will be quite a few opportunities to understand business requirement.
Reporting , Quality & In-flight Project Management

Key challenges:

1. Need to be very good at interacting with the customer
Should be able to provide the solutions instantly in many cases