Support Specialist III

CME Group; Belfast; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a leading derivatives marketplace as a Support Specialist III, where you will provide essential phone-based computing support to internal employees. In this dynamic role, you'll tackle complex technical issues, mentor staff, and ensure smooth operations by resolving problems efficiently. You'll be part of a diverse team that values innovation and collaboration, making a significant impact on the company's success. If you're passionate about technology and customer service, this is the perfect opportunity to advance your career in a supportive and inclusive environment.

Qualifications

• 2-3 years helpdesk support experience in a corporate environment.
• Experience with Google Workspace and VDI is highly beneficial.

Responsibilities

• Assists and trains staff in technical matters related to hardware and software.
• Troubleshoots customer issues including hardware, software, and remote connectivity.

Skills

Helpdesk Support

Google Workspace

VDI

Problem Resolution

Hardware Troubleshooting

Software Troubleshooting

Customer Service

Job description

Description
The Support Specialist III provides phone based computing support to internal employees- third level problem recording, resolution & escalation of problems.

Support Specialist III works with users whose issues could not be resolved in the first call & answering initial user calls during peak call times. The incumbent resolves complex problems immediately & identify those issues that are systemic or require senior level support involvement.

Principal Accountabilities:
â?¢ Assists, trains, and mentors departmental staff, internal customers and the end-user community in technical matters associated with personal computer hardware, software and peripherals and educates on compliance with standards.
â?¢ Decides appropriate course of action when speaking with a customer, such as which actions would accurately solve their technical problem. Decides when problems need to be escalated to a higher-level resource.
â?¢ Distributes software to workstations upon request and applies knowledge of licensing process and license tracking. Demonstrates an in-depth knowledge of common software.
â?¢ Provides hardware troubleshooting and diagnostics support to customer issues. Resolve complex known issues. Demonstrate an in-depth knowledge of hardware standards, major components, and how they interface with the environment.
â?¢ Serves as a secondary contact for providing authentication and entitlement credentials for access to the corporate LAN/WAN.
â?¢ Serves as a tertiary contact for password resets for most internal applications.
â?¢ Troubleshoots all common customer issues - including hardware, software, Internet browser and remote connectivity issues.

Skills & Software Requirements:
Approximately 2-3 years helpdesk support experience in a corporate environment.
Experience with Google Workspace and VDI would be highly beneficial
Experience of following an escalation path.
7am - 4pm shift pattern

CME Group: Where Futures Are Made

CME Group (www.cmegroup.com) is the world's leading derivatives marketplace. But who we are goes deeper than that. Here, you can impact markets worldwide. Transform industries. And build a career shaping tomorrow. We invest in your success and you own it, all while working alongside a team of leading experts who inspire you in ways big and small. Problem solvers, difference makers, trailblazers. Those are our people. And we're looking for more.

At CME Group, we embrace our employees' diverse experiences, cultures and skills, and work to ensure that everyone's perspectives are acknowledged and valued. As an equal opportunity employer, we recognize the importance of a diverse and inclusive workplace and consider all potential employees without regard to any protected characteristic.
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