Level 3 Help Desk Technician/Leeds/£30k-£40k

Level 3 Help Desk Technician/Leeds/£30k-£40k


This position is for a Level 3 Help Desk Technician for the Security Services Team (“SST”).  The SST staff will be responsible for resolving escalated issues pertaining to mobile devices, Internet browsers, and potentially multiple Operating Systems. This individual would be expected to provide technical support and ensure customer satisfaction.  The SST will need to operate on a 10 shift pattern 7.00-17.00 basis and adhere to the defined Service Level Agreements and meet the applicable Key Performance Indicators.  This position will be for a one (1) year period with scope for possible extension.




  • Provide level 3 technical support for various mobile platforms
  • Ability to troubleshoot and remediate issues
  • Create documentation for problem resolutions and FAQ’s
  • Consistent updates to the Knowledge Management System
  • Work within Remedy 7 ticketing system
  • Ability to interpret and analyse log data
  • Triage issues and identify escalations
  • Reporting and metrics




Required Skillsets:

  • Mobile Operating Systems & Platforms
    • Apple iOS
    • Android
    • Windows Phone
  • Operating Systems
    • Windows 7 & 8
    • Mac OS X
    • Linux (preferred, but not required)
  • Internet Browsers
    • Internet Explorer
    • Safari
    • Chrome
    • Firefox
  • Remedy 7 Ticketing System


Preferred Skillsets:


  • Knowledge additional Mobile Operating Systems
    • Blackberry
    • Symbian
  • Knowledge of content filtering technologies
  • Knowledge of mobile malware, virus, phishing
  • Experience with SIEM technologies
  • Working knowledge Radio Area Network (“RAN”)
    • GSM
  • Working knowledge of TCP/IP
  • Optenet



Education and Experience:

  • Bachelor’s Degree (B.A.) from four-year College or university in Business, Computer Science or a related field of study; or four years related experience and/or training; or equivalent combination of education and experience required.
  • 3-5 years of experience working in a call centre
  • Proficiency with standards office productivity tools
  • Ability to interact with, present and demonstrate related products all functional levels within a client environment – frontline, managerial, executive.
  • Overall attention to accuracy and detail with regard to product needs, documentation, and written and verbal communication


Language Skills

  • Ability to read, analyse and interpret general business periodicals journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  • Communicate in English
  • Additional spoken languages are a plus (German, Spanish, Portuguese, etc.)

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