L3 Support Specialist

Location: Harewood, Leeds

Job Type: Full-Time, Hybrid

Job Summary

Working as part of a support team and with a passion for providing and promoting outstanding customer service at all times, the Support Specialist will be the first escalation point for our wider support teams, and is expected to provide anything from general advice to colleagues through to in-depth technical assistance to customers.

KEY RESPONSIBILITIES AND TASKS

• Providing day-to-day support to the end-user base.
• Managing customer queries and providing advice, ranging from general queries to answering more specific technical questions.
• Troubleshooting of support issues using KBs and a range of other sources.
• Ensuring resolution of any open tickets is managed in a timely and efficient manner.
• Information gathering, qualification and prioritisation of new service requests.
• Provide advanced technical support for backup and recovery systems, including hardware, software, and network-related issues.
• Accurately logging relevant information onto the ITSM system, including actions taken during meetings/calls and next steps.
• Proactive allocation and checking of customers' backups, ensuring tickets are raised for issues proactively.
• Manage and pro-actively ensure that timely and appropriate updates are communicated back to customers.
• Administration of customer account information ensuring that all relevant details are kept current and up to date in ADPs ITSM system.
• Administration of the ADP Portal e.g. setting up new customers, password requests etc.
• Escalation of incidents to the next tier of desk when necessary.

KEY SKILLS AND COMPETENCIES

The ideal candidate will be a bright and enthusiastic individual who is dedicated to achieving great results, they will ideally have a cross-section of the following job-specific skills, attributes and experience:

• Experience in understanding and diagnosing technical problems at an advanced level.
• An eye for detail, preventing any tickets from breaching SLAs and the tenacity to ensure others adhere to processes.
• A willingness to learn and not be afraid to get involved in unfamiliar areas of technology.
• Excellent time management / organisational skills; being able to work well in critical or high-pressure situations.
• Strong technical expertise in server, network and disk storage systems.
• Experience with enterprise backup and recovery systems such as Rubrik, Veritas NetBackup, Commvault, or Veeam a major advantage.
• Experience with virtualization technologies such as VMware, Nutanix or Hyper-V (desirable).
• Experience with Cloud Technologies (desirable).
• Knowledge of storage area networks (SANs) and network-attached storage (NAS).
• Excellent communication skills and the ability to interact with end-users at all levels.
• Experience with ticketing systems and SLAs.

PREFERRED QUALIFICATIONS

• ITILv3/v4 qualified and/or previous experience within an IT service environment.

POSSIBLE PROGRESSION PATH

• Escalation Support Engineer.
• Service Desk Team Leader.
• Service Improvement Analyst.

HOURS OF WORK

Working on a rota basis the shift patterns are: Monday - Friday 8am-4pm (week 1) and Monday – Friday 2pm -10pm (week 2).

At Assured Data Protection we value diversity and inclusivity. We offer perks such as flex holidays and flexible working practices to allow our employees to show up as their whole selves. We are an equal-opportunity employer, and we do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires accommodation, please do not hesitate to let us know. You must have the legal right to work in the UK at the time of application, as we are unable to offer visa sponsorship for this role.