Technical Analyst

Bank of America is one of the worlds leading financial institutions, serving individual consumers, small and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. We are committed to attracting and retaining top talent across the globe to ensure our continued success. Along with taking care of our customers, we want to be the best place for people to work and aim at creating a work environment where all employees have the opportunity to achieve their goals.

We are a part of the Global Business Services which delivers technology and operations capabilities to Bank of America lines of business (LOB) and enterprise functions. Our employees help our customers and clients at every stage of their financial lives, helping them connect to what matters most. This purpose defines and unites us. Every day, we are focused on delivering value, convenience, expertise and innovation for individuals, businesses and institutional investors we serve worldwide.
• BA Continuum is a nonbank subsidiary of Bank of America, part of Global Business Services in the bank.

Process Overview

Technology Infrastructure (TI), part of the Global Technology & Operations organization, consists of more than 7,000 employees worldwide. With a presence in more than 30 countries, TI designs, builds and operates end-to-end technology infrastructure solutions and manages critical systems and platforms across the bank. TI delivers industry-leading infrastructure products and services to the companys employees, customers and clients around the world.

Workspace Services, part of the Technology Infrastructure (TI) organization, manages all end user computing, productivity, real time communications and collaboration services, including platform, voice, video, mobility and user support and operations services. The team operates in more than 30 countries and is responsible for delivering end-to-end technology and operations supporting desktop platforms, mobility services, and communication and collaboration technologies worldwide.

Job Description *
• As an Individual Contributor Collaboration Client Product Support (CCPS) team member is responsible for providing client support thru ITSM Remedy queue for Products like Outlook, SharePoint, Skype for Business and WebEx by providing resolution to the issues transferred from L1 / Helpdesk queues.
• Candidate would be responsible for L2 Support responsibilities which includes incident management, technical troubleshooting technical issues and resolution.
• Shifts are rotational where required extend shifts to Night shifts to provide support for global clients

Responsibilities *
• Experience in MS Exchange and Outlook Support
• Good Knowledge in Microsoft Office Products (Office 2007 / 2010 / 2013 / 2016 and 365)
• Experience in Windows Servers, Active Directory, MS Exchange, SharePoint infrastructure operational support
• Exposure in Blackberry and