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- Tasks: Provide phone-based support, resolve complex tech issues, and mentor staff.
- Company: CME Group is a leading derivatives marketplace shaping global markets.
- Benefits: Enjoy a collaborative culture, opportunities for growth, and diverse work environment.
- Why this job: Join a dynamic team, tackle exciting challenges, and make a real impact.
- Qualifications: 2-3 years of helpdesk experience; familiarity with Google Workspace and VDI preferred.
- Other info: Work hours are 7am - 4pm; perfect for balancing studies and work.
The predicted salary is between 36000 - 60000 £ per year.
Description
The Support Specialist III provides phone-based computing support to internal employees, including third-level problem recording, resolution, and escalation of issues.
Support Specialist III works with users whose issues could not be resolved in the first call and answers initial user calls during peak times. The incumbent resolves complex problems immediately and identifies systemic issues or those requiring senior-level support.
Principal Accountabilities:
- Assists, trains, and mentors departmental staff, internal customers, and end-users in technical matters related to personal computer hardware, software, and peripherals; educates on compliance with standards.
- Decides appropriate actions when speaking with customers, such as which steps will accurately resolve their technical problems, and when to escalate issues to higher-level support.
- Distributes software to workstations upon request, applying knowledge of licensing processes and license tracking, demonstrating in-depth knowledge of common software.
- Provides hardware troubleshooting and diagnostics support, resolving complex known issues, and demonstrating knowledge of hardware standards and major components.
- Serves as a secondary contact for providing authentication and entitlement credentials for LAN/WAN access.
- Serves as a tertiary contact for password resets for internal applications.
- Troubleshoots common customer issues, including hardware, software, browser, and remote connectivity problems.
Skills & Software Requirements:
- Approximately 2-3 years of helpdesk support experience in a corporate environment.
- Experience with Google Workspace and VDI is highly beneficial.
- Experience following escalation procedures.
- Availability for a 7am – 4pm shift pattern.
About CME Group:
CME Group (www.cmegroup.com) is the world\’s leading derivatives marketplace. We impact markets worldwide, transform industries, and offer opportunities to shape the future. We invest in your success, and you own it, working alongside experts who inspire you.
We value diversity and inclusion, considering all potential employees without regard to protected characteristics. The Candidate Privacy Policy can be found here.
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Support Specialist III employer: eFinancialCareers
Contact Detail:
eFinancialCareers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Specialist III
✨Tip Number 1
Familiarise yourself with Google Workspace and VDI, as these are specifically mentioned in the job description. Having hands-on experience or even completing online tutorials can give you an edge during the interview.
✨Tip Number 2
Brush up on your troubleshooting skills, especially for common hardware and software issues. Being able to demonstrate your problem-solving process during the interview will show that you're capable of handling complex situations.
✨Tip Number 3
Prepare examples from your past experiences where you've successfully escalated issues or mentored others. This will highlight your ability to work collaboratively and support your team, which is crucial for this role.
✨Tip Number 4
Understand the importance of compliance with standards in a corporate environment. Be ready to discuss how you ensure adherence to policies and procedures in your previous roles, as this aligns with the responsibilities of the Support Specialist III.
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 helpdesk support experience and knowledge of Google Workspace and VDI.
Tailor Your CV: Highlight your relevant experience in helpdesk support, especially any specific instances where you've resolved complex issues or trained others. Use keywords from the job description to ensure your CV aligns with what CME Group is looking for.
Craft a Compelling Cover Letter: In your cover letter, explain why you're a great fit for the role. Mention your experience with troubleshooting hardware and software issues, and provide examples of how you've successfully escalated problems when necessary.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for any spelling or grammatical errors, and ensure that all information is accurate and clearly presented.
How to prepare for a job interview at eFinancialCareers
✨Showcase Your Technical Knowledge
Make sure to brush up on your knowledge of personal computer hardware, software, and peripherals. Be prepared to discuss specific troubleshooting scenarios you've encountered in the past, especially those related to Google Workspace and VDI.
✨Demonstrate Problem-Solving Skills
During the interview, highlight your ability to resolve complex issues quickly. Share examples of how you've handled difficult customer problems and when you decided to escalate issues to higher-level support.
✨Emphasise Communication Skills
As a Support Specialist III, you'll need to communicate effectively with both technical and non-technical users. Practice explaining technical concepts in simple terms and be ready to demonstrate your mentoring abilities.
✨Understand the Company Culture
Familiarise yourself with CME Group's values, particularly their commitment to diversity and inclusion. Be prepared to discuss how your own values align with theirs and how you can contribute to a positive workplace culture.
