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, career progression opportunities, and a supportive work environment.
- Other info: Great potential for career growth with various progression paths available.
- Why this job: Be the go-to person for tech solutions and make a real difference in customer experiences.
- Qualifications: ITIL certification and a passion for technology are key to success.
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! Get out there and connect with people in the industry. Attend local tech meetups or online webinars, and don’t be shy about introducing yourself. You never know who might have a lead on that L3 Technical Support Specialist role!
✨Tip Number 2
Practice your interview skills! Mock interviews can really help you nail down your responses to common questions. Focus on showcasing your technical expertise and customer service passion, as these are key for the role.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can set you apart from other candidates. Mention something specific from your conversation to remind them of your enthusiasm and fit for the role.
✨Tip Number 4
Apply through our website! We love seeing applications directly from our site, and it shows you're genuinely interested in joining our team. Plus, it makes it easier for us to keep track of your application!
We think you need these skills to ace L3 Technical Support Specialist in Leeds
Some tips for your application 🫡
Show Your Passion for Customer Service:When writing your application, let us see your enthusiasm for providing outstanding customer service. Share examples of how you've gone above and beyond to help customers in the past. This will show us that you’re a great fit for our team!
Highlight Your Technical Skills:Make sure to showcase your technical expertise, especially with backup and recovery systems or virtualisation technologies. We want to know about your experience and how you’ve tackled technical challenges before, so don’t hold back!
Be Detail-Oriented:Attention to detail is key in this role. When filling out your application, double-check for any typos or errors. It’s also a good idea to mention how you ensure accuracy in your work, especially when managing customer queries and tickets.
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 gives you a chance to explore more about what we do at StudySmarter!
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 under pressure. Be ready to explain how you prioritise your workload and ensure that SLAs are met without compromising on quality.
