Junior Support Specialist I

The Support Specialist I provides phone based end-user IT support to all internal employees, focusing on first level problem recording, resolution and escalation of problems. The Support Specialist I works with users answering calls on a rotational basis with the aim of resolving their issues on the first call and identifying those issues that are systemic or require senior level or local deskside support involvement while owning the call and ensuring that the caller's issues have been fully resolved to their satisfaction.

Principal Accountabilities:

• Assists the end-user community in all technical matters associated with personal computer hardware, software, peripherals, mobile phones and AV, and educates on compliance and corporate 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.
• Demonstrates an in-depth knowledge of hardware standards, major components, and how they interface with the environment.
• Password resets for most internal applications following corporate guidelines.
• Troubleshoots all common customer issues, including hardware, software, Internet browser and remote connectivity issues.

Skills & Software Requirements:

• Ideally previous support experience in a corporate environment.
• Experience with Microsoft Windows.
• Google Workspace and VDI would be highly beneficial.
• Experience of following an escalation path.
• 8am - 5pm shift pattern - occasional optional weekend work.

CME Group is the world's leading and most diverse derivatives marketplace. Here, you can impact markets worldwide, transform industries, and build a career by shaping tomorrow. We invest in your success and you own it, all while working alongside a team of leading experts who inspire you in ways big and small. Problem solvers, difference makers, trailblazers. Those are our people. And we're looking for more. At CME Group, we embrace our employees' diverse experiences, cultures and skills, and work to ensure that everyone's perspectives are acknowledged and valued. As an equal opportunity employer, we recognize the importance of a diverse and inclusive workplace and consider all potential employees without regard to any protected characteristic.

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