At a Glance
- Tasks: Provide top-notch technical support and troubleshoot issues for customers and colleagues.
- Company: Join a dynamic team in Leeds focused on outstanding customer service.
- Benefits: Flexible working hours, competitive pay, and opportunities for career advancement.
- Other info: Great progression opportunities within a supportive and engaging work environment.
- Why this job: Be the go-to person for tech solutions and make a real difference in customer experiences.
- Qualifications: Tech-savvy with strong problem-solving skills and a passion for learning.
The predicted salary is between 30000 - 40000 € per year.
AIM OF THE ROLE
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 act as the first escalation point for wider support teams. The role involves anything from providing general advice to colleagues through to delivering 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 more specific technical questions.
- Troubleshooting support issues using knowledge bases and other resources.
- Ensuring resolution of any open tickets is managed in a timely and efficient manner.
- Information gathering, qualification and prioritisation of new service requests.
- Providing advanced technical support for backup and recovery systems, including hardware, software, and network‑related issues.
- Accurately logging relevant information onto the IT service management (ITSM) system, including actions taken and next steps.
- Proactive allocation and checking of customer backups, ensuring tickets are raised for issues as needed.
- Managing and ensuring timely and appropriate updates are communicated back to customers.
- Administration of customer account information, ensuring details are kept current and accurate in the ITSM system.
- Administration of the customer support portal, e.g., setting up new accounts, password requests, etc.
- Escalation of incidents to the next tier of support when necessary.
KEY SKILLS AND COMPETENCIES
The ideal candidate will be bright, enthusiastic, and dedicated to achieving great results. They should ideally have a mix of the following job‑specific skills, attributes, and experience:
- Advanced‑level ability to understand and diagnose technical problems.
- Attention to detail to prevent ticket breaches against SLAs, and persistence to ensure adherence to processes.
- A willingness to learn and engage with unfamiliar technologies.
- Excellent time management and organisational skills, with the ability to work well under pressure.
- Strong technical expertise in server, network, and disk storage systems.
- Experience with enterprise backup and recovery systems (e.g., Rubrik, Veritas NetBackup, Commvault, or Veeam) is a major advantage.
- Experience with virtualisation 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 ability to interact with end‑users at all levels.
- Experience with ticketing systems and SLAs.
QUALIFICATIONS
ITILv3/v4 certification and/or prior 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) Monday – Friday, 2pm–10pm (week 2)
L3 Technical Support Specialist in Leeds employer: Energy Jobline ZR
As a L3 Technical Support Specialist in Leeds, you will join a dynamic team that prioritises outstanding customer service and technical excellence. Our supportive work culture fosters continuous learning and professional growth, with clear pathways for career advancement, including roles such as Escalation Support Engineer and Service Desk Team Leader. Enjoy the unique advantage of working in a vibrant city known for its rich history and thriving tech community, all while being part of a company that values your contributions and invests in your future.
StudySmarter Expert Advice🤫
We think this is how you could land L3 Technical Support Specialist in Leeds
✨Tip Number 1
Network like a pro! Reach out to folks in the industry on LinkedIn or at local tech meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common technical questions and scenarios. We recommend setting up mock interviews with friends or using online platforms to get comfortable with the format.
✨Tip Number 3
Show off your skills! If you’ve got experience with specific tools or technologies mentioned in the job description, be ready to discuss them in detail. Real-life examples of how you’ve solved problems will make you stand out.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace L3 Technical Support Specialist in Leeds
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the L3 Technical Support Specialist role. Highlight your technical skills and experience with backup and recovery systems, as well as any relevant IT certifications. We want to see how you can bring your unique expertise to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to showcase your passion for customer service and your problem-solving skills. Let us know why you're excited about this role and how you can contribute to our support team.
Show Off Your Communication Skills:Since this role involves interacting with end-users at all levels, make sure to demonstrate your excellent communication skills in your application. Whether it's through clear language in your CV or a friendly tone in your cover letter, we want to see how you connect with others.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and submit your documents!
How to prepare for a job interview at Energy Jobline ZR
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around backup and recovery systems like Rubrik or Veeam. Be ready to discuss how you've diagnosed and resolved technical issues in the past, as this will show your expertise and problem-solving skills.
✨Show Off Your Customer Service Skills
Since this role is all about providing outstanding customer service, think of examples where you've gone above and beyond for a customer. Prepare to share specific instances where your communication skills made a difference in resolving a query or issue.
✨Get Familiar with ITSM Systems
Understanding how to log and manage tickets in an IT service management system is crucial. If you have experience with ticketing systems, be prepared to talk about how you’ve used them to track and resolve issues efficiently.
✨Demonstrate Your Organisational Skills
Time management is key in this role, so think of ways you've successfully managed multiple tasks or priorities in the past. Be ready to explain how you keep track of open tickets and ensure timely updates to customers, as this will highlight your attention to detail.
