L3 Support Specialist (Late Shift)

£30k - £35k + Bonus

Leeds Area (Hybrid)

Working Hours:

• Monday - Friday 2pm -10pm

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 be the first escalation point for our wider support teams and is expected to provide anything from general advice to colleague through to in-depth technical assistance to customers."

KEY RESPONSILBITIES 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 answering more specific technical questions.
• Troubleshooting of support issues using KBs and a range of other sources.
• Ensuring resolution of any open tickets is managed in a timely and efficient manner.
• Information gathering, qualification and prioritisation of new service requests.
• Provide advanced technical support for backup and recovery systems, including hardware, software, and network-related issues.
• Accurately logging relevant information onto the ITSM system. Including actions taken during meetings/calls and next steps.
• Proactive allocation and checking of customers backups, ensuring tickets are raised for issues proactively.
• Manage and pro-actively ensure that timely and appropriate updates are communicated back to customers.
• Administration of customer account information ensuring that all relevant details are kept current and up to date in ITSM system.
• Administration of the Portal e.g. setting up new customers, password requests etc.
• Escalation of incidents to the next tier of desk when necessary.

KEY SKILLS AND COMPETENCIES

The ideal candidate will be a bright and enthusiastic individual who is dedicated to achieving great results, they will ideally have cross section of the following job specific skills, attributes, and experience:

• Experience in understanding and diagnosing technical problems at advanced level.
• An eye for detail, preventing any tickets from breaching SLA’s and the tenacity to ensure others adhere to processes.
• A willingness to learn and not be afraid to get involved in unfamiliar areas of technology.
• Excellent time management / organisational skills; being able to work well in critical or high-pressure situations.
• Strong technical expertise in server, network, and disk storage systems.
• Experience with enterprise backup and recovery systems such as 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 the ability to interact with end-users at all levels.
• Experience with ticketing systems and SLAs

PREFERRED QUALIFICATIONS

• ITILv3/v4 qualified and/or previous experience within an IT service environment.

POSSIBLE PROGRESSION PATH

• Escalation Support Engineer.
• Service Desk Team Leader.
• Service Improvement Analyst.