Support Specialist III

  • Competitive with benefits
  • Singapore
  • Permanent, Full time
  • Chicago Mercantile Exchange
  • 28 Sep 16

Where Futures Are Made CME Group is the world’s leading and most diverse 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

Where Futures Are Made



CME Group is the world’s leading and most diverse 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. With 2,500 employees located around the world, we’re small enough for you and your contributions to be known, but big enough for your ideas to make an impact.  The pace is dynamic and the work is unlike any other firm in the business.



Problem solvers, difference makers, trailblazers - those are our people- and we’re looking for more.



Position Purpose:



The Support Specialist III provides advanced computing support to internal employees- third level problem recording, resolution & escalation of problems. The successful individual will work 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. There will be regular use of  problem management databases and help desk systems daily.



Principal Accountabilities:



•Serves as a tertiary contact for password resets for most internal applications.
•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.
•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.
•Serves as a secondary contact for providing authentication and entitlement credentials for access to the corporate LAN/WAN.
•Troubleshoots all common customer issues - including hardware, software, Internet browser and remote connectivity issues.
•Distributes software to workstations upon request and applies knowledge of licensing process and license tracking. Demonstrates an in-depth knowledge of common software.
•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.



Education:



A High School diploma, Bachelor's or Master's degree in Computer Science, Information Systems or other related discipline is required; or equivalent combination of education and relevant proven work experience that is required for the specific job level.



Experience:



Typically 2-4 years of work experience; prior customer service experience and/or call center experience a plus.



Certifications:



ITIL Foundations, HDI Support Center Analyst or equivalent experience preferred.









See Job Description