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For Companies At a Glance
- Tasks: Provide top-notch technical support and troubleshoot issues for customers and colleagues.
- Company: Join a dynamic team dedicated to outstanding customer service in tech support.
- Benefits: Flexible working hours, career progression opportunities, and a supportive work environment.
- Other info: Exciting career paths available, from escalation support to team leadership.
- 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.
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 in Manchester employer: Integral Search
Contact Detail:
Integral Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land L3 Technical Support Specialist in Manchester
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at industry events. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common technical questions related to backup and recovery systems. We recommend setting up mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Show off your problem-solving skills during the interview! Be ready to walk through how you’d troubleshoot a specific technical issue. This is your chance to shine and demonstrate your expertise.
✨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 Manchester
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!
Be Specific About Your Technical Skills: Make sure to highlight your technical expertise clearly. If you’ve worked with backup and recovery systems or have experience with virtualisation technologies, mention them! We want to know exactly what you bring to the table.
Keep It Organised and Clear: Your application should be easy to read and well-structured. Use bullet points for your skills and experiences, and make sure to proofread for any typos. A tidy application reflects your attention to detail, which is super important for this role!
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 don’t miss out on any important updates. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Integral Search
✨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 situations where your communication skills made a difference in resolving an 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 ready to explain how you used them to track and resolve issues efficiently.
✨Demonstrate Your Organisational Skills
Time management is key in this role, so come prepared with examples of how you've prioritised tasks under pressure. Discuss any tools or methods you use to stay organised, as this will highlight your ability to handle multiple queries effectively.