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For Companies At a Glance
- Tasks: Provide top-notch technical support and manage customer queries daily.
- Company: Join Integral Search, a leader in IT services and consulting.
- Benefits: Enjoy flexible working hours and opportunities for career progression.
- Why this job: Be part of a dynamic team that values customer service and technical expertise.
- Qualifications: Ideal candidates should have strong technical skills and a passion for learning.
- Other info: Work on a rotating shift pattern, gaining valuable experience in IT support.
The predicted salary is between 30000 - 42000 £ per year.
AIM OF THE ROLE
All potential applicants are encouraged to scroll through and read the complete job description before applying.
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
Duties will include, but are not restricted to, the following:
- 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.
PREFERRED 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 employer: Integral Search
Contact Detail:
Integral Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land L3 Technical Support Specialist
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Rubrik, Veritas NetBackup, and VMware. Having hands-on experience or even just a solid understanding of these systems can set you apart from other candidates.
✨Tip Number 2
Brush up on your ITIL knowledge, especially if you have certification. Understanding IT service management principles will not only help you in the role but also demonstrate your commitment to best practices in customer support.
✨Tip Number 3
Practice your troubleshooting skills by simulating common technical issues you might encounter in this role. Being able to articulate your thought process during problem-solving can impress interviewers and show your proactive approach.
✨Tip Number 4
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can be invaluable during interviews and help you tailor your responses.
We think you need these skills to ace L3 Technical Support Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the job description. Focus on your technical expertise, customer service experience, and any specific tools or technologies mentioned, such as backup and recovery systems.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and technical support. Mention specific examples of how you've successfully resolved technical issues in the past and how you can contribute to the team.
Highlight Relevant Skills: In your application, emphasise your attention to detail, time management, and organisational skills. Mention any experience with ticketing systems, SLAs, and the technologies listed in the job description, such as VMware or cloud technologies.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Integral Search
✨Showcase Your Technical Knowledge
Be prepared to discuss your experience with backup and recovery systems, as well as any virtualisation technologies you've worked with. Highlight specific examples of how you've diagnosed and resolved technical issues in the past.
✨Demonstrate Customer Service Skills
Since this role involves a lot of customer interaction, be ready to share examples of how you've provided excellent customer service. Discuss how you handle difficult situations and ensure customer satisfaction.
✨Familiarise Yourself with ITSM Systems
Understand the basics of IT service management systems and be ready to talk about your experience with ticketing systems. Mention how you’ve logged information and managed tickets in previous roles.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Prepare to walk through how you would handle specific technical support scenarios, including prioritising service requests and escalating issues when necessary.