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- Tasks: Provide top-notch phone support for tech issues and mentor others in the team.
- Company: Join CME Group, the leading derivatives marketplace shaping global markets.
- Benefits: Enjoy a supportive work culture with opportunities for growth and learning.
- Why this job: Be part of a dynamic team solving complex problems and making a real impact.
- Qualifications: 2-3 years of helpdesk experience; familiarity with Google Workspace is a plus.
- Other info: Work hours are 7am to 4pm, perfect for balancing studies and work.
The predicted salary is between 30000 - 42000 £ per year.
The Support Specialist III provides phone-based computing support to internal employees, handling third-level problem recording, resolution, and escalation of problems. The Support Specialist III works with users whose issues could not be resolved in the first call and answers initial user calls during peak call times. The incumbent resolves complex problems immediately and identifies those issues that are systemic or require senior-level support involvement.
Principal Accountabilities:
- Assists, trains, and mentors departmental staff, internal customers, and the end-user community in technical matters associated with personal computer hardware, software, and peripherals, and educates on compliance with standards.
- Decides appropriate course of action when speaking with a customer, such as which actions would accurately solve their technical problem. Decides when problems need to be escalated to a higher-level resource.
- Distributes software to workstations upon request and applies knowledge of licensing process and license tracking. Demonstrates an in-depth knowledge of common software.
- Provides hardware troubleshooting and diagnostics support to customer issues. Resolves complex known issues. Demonstrates an in-depth knowledge of hardware standards, major components, and how they interface with the environment.
- Serves as a secondary contact for providing authentication and entitlement credentials for access to the corporate LAN/WAN.
- Serves as a tertiary contact for password resets for most internal applications.
- Troubleshoots all common customer issues, including hardware, software, Internet browser, and remote connectivity issues.
Skills & Software Requirements:
- Approximately 2-3 years helpdesk support experience in a corporate environment.
- Experience with Google Workspace and VDI would be highly beneficial.
- Experience of following an escalation path.
7am - 4pm shift pattern.
Support Specialist III employer: CME Group
Contact Detail:
CME Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Specialist III
✨Tip Number 1
Familiarise yourself with common technical issues and their solutions, especially those related to hardware and software. This will help you demonstrate your problem-solving skills during the interview.
✨Tip Number 2
Brush up on your knowledge of Google Workspace and VDI, as these are specifically mentioned in the job description. Being able to discuss your experience with these tools can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully escalated issues in the past. This shows your understanding of the escalation process and your ability to handle complex problems effectively.
✨Tip Number 4
Practice your communication skills, as you'll need to explain technical issues clearly to non-technical users. Being able to convey information effectively can make a big difference in your performance during the interview.
We think you need these skills to ace Support Specialist III
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Support Specialist III. Familiarise yourself with the skills required, such as troubleshooting hardware and software issues, and the importance of customer service in this role.
Tailor Your CV: Highlight your relevant experience in helpdesk support, especially any work with Google Workspace or VDI. Use specific examples to demonstrate your problem-solving skills and ability to handle complex technical issues.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and customer support. Mention how your previous experiences align with the job description and express your enthusiasm for working at CME Group.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a support role.
How to prepare for a job interview at CME Group
✨Showcase Your Technical Knowledge
Make sure to brush up on your knowledge of common software and hardware issues. Be prepared to discuss specific examples of complex problems you've resolved in the past, as this will demonstrate your expertise and ability to handle the technical demands of the role.
✨Demonstrate Problem-Solving Skills
During the interview, be ready to walk through your thought process when troubleshooting a problem. Employers want to see how you approach issues, decide on actions, and when you escalate matters. Use real-life scenarios to illustrate your problem-solving skills.
✨Emphasise Communication Skills
As a Support Specialist III, you'll need to communicate effectively with both technical and non-technical users. Practice explaining complex concepts in simple terms, and be prepared to discuss how you've trained or mentored others in the past.
✨Familiarise Yourself with the Company
Research CME Group and understand their values, culture, and the specific technologies they use. This will not only help you tailor your answers but also show your genuine interest in the company and the role you're applying for.
