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 Reading employer: Integral Search
As a L3 Technical Support Specialist, you will thrive in a dynamic work environment that prioritises outstanding customer service and technical excellence. Our company fosters a collaborative culture where your growth is supported through continuous learning opportunities and clear career progression paths, including roles such as Escalation Support Engineer and Service Desk Team Leader. Located in a vibrant area, we offer flexible working hours and a commitment to employee well-being, making us an exceptional employer for those seeking a rewarding career in IT support.
StudySmarter Expert Advice🤫
We think this is how you could land L3 Technical Support Specialist in Reading
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Integral Search. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Integral Search before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace L3 Technical Support Specialist in Reading
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Integral Search:Your cover letter is your chance to shine! Tell us why you want to work at Integral Search specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Integral Search!
How to prepare for a job interview at Integral Search
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
