Support Specialist III

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

Job summary

A leading financial services company seeks a Support Specialist III to provide advanced technical support to internal employees. This role involves troubleshooting complex issues, mentoring staff, and ensuring compliance with standards. The ideal candidate has 2-3 years of helpdesk experience and is proficient with Google Workspace, working in a dynamic corporate environment.

Qualifications

• Approximately 2-3 years of helpdesk support experience in a corporate environment.
• Experience with Google Workspace and VDI is highly beneficial.
• Availability for a 7am - 4pm shift pattern.

Responsibilities

• Mentors internal customers and end-users on technical matters related to hardware, software, and peripherals.
• Decides on appropriate actions for resolving technical problems and escalating when necessary.
• Troubleshoots hardware, software, browser, and remote connectivity issues.

Skills

Helpdesk support

Google Workspace

VDI

Escalation procedures

Job description

Description

The Support Specialist III provides phone-based computing support to internal employees, including third-level problem recording, resolution, and escalation of issues.

Support Specialist III works with users whose issues could not be resolved in the first call and answers initial user calls during peak times. The incumbent resolves complex problems immediately and identifies systemic issues or those requiring senior-level support.

Principal Accountabilities:

1. Assists, trains, and mentors departmental staff, internal customers, and end-users in technical matters related to personal computer hardware, software, and peripherals; educates on compliance with standards.
2. Decides appropriate actions when speaking with customers, such as which steps will accurately resolve their technical problems, and when to escalate issues to higher-level support.
3. Distributes software to workstations upon request, applying knowledge of licensing processes and license tracking, demonstrating in-depth knowledge of common software.
4. Provides hardware troubleshooting and diagnostics support, resolving complex known issues, and demonstrating knowledge of hardware standards and major components.
5. Serves as a secondary contact for providing authentication and entitlement credentials for LAN/WAN access.
6. Serves as a tertiary contact for password resets for internal applications.
7. Troubleshoots common customer issues, including hardware, software, browser, and remote connectivity problems.

Skills & Software Requirements:

• Approximately 2-3 years of helpdesk support experience in a corporate environment.
• Experience with Google Workspace and VDI is highly beneficial.
• Experience following escalation procedures.
• Availability for a 7am - 4pm shift pattern.

About CME Group:

CME Group (www.cmegroup.com) is the world's leading derivatives marketplace. We impact markets worldwide, transform industries, and offer opportunities to shape the future. We invest in your success, and you own it, working alongside experts who inspire you.

We value diversity and inclusion, considering all potential employees without regard to protected characteristics. The Candidate Privacy Policy can be found here.