Level 1 Support Analyst

Job Title: Level 1 Support Analyst

General Details

Report to

Channel Services Team Leader

Location

Hybrid

Department

Channel Services

Budget Responsibility

No

Manages People

No

Salary

£21,550

Context

Virtuoso is a forward-thinking IT managed services provider headquartered in London, UK and Auckland, New Zealand. We implement and manage business platforms and applications for our customers across the globe. They choose us as their integrated technology partner to help them harness the intelligent Microsoft Cloud. We offer a range of managed and professional services which focus on matching customer requirements to innovative technologies, delivering truly positive business outcomes.

We recognise that our people are our most important asset and are dedicated to training and supporting everyone to achieve their full potential. We place importance on everyone’s wellbeing, and work hard to cultivate a friendly and dynamic working environment, supporting our strong belief of continuous development both personally and professionally within a hybrid working model.

Our core values underpin our working practices, where everyone understands, embrace and applies our guiding principles to everything that we do, creating a curious space for all to grow and work unquestionably, as a cohesive team.

#CUSTOMER OBSESSION #GROWTH MINDSET #TEAMWORK WITH DIVERSITY #DELIVERING INNOVATION #PROFESSIONAL APPROACH

Description: Purpose & Scope

At Virtuoso, we have designed a clear development path to be proud of, enabling our colleagues to grow the careers they deserve. With support, commitment and hard work has seen our colleagues achieve the promotions and movement inside and around our business, therefore, an opportunity has arisen within our Channel Services Support Team for a Level 1 Support Analyst to join us.

We are looking for a switched on Level 1 Support Analyst delivering support to local and global SME businesses. We strive to constantly wow our clients by taking them on a friendly and impressive customer journey.

The successful candidate will be passionate about technology with a willingness to learn, develop and possess a blend of technical troubleshooting and outstanding customer service skills. Experience in a service desk environment is not required for this role as full training will be provided however any relevant work experience is desirable.

There are fantastic opportunities for technical development and career progression for the right candidate. Training is provided and encouraged for all colleagues. We pride ourselves on teamwork with diversity where everybody’s voice is heard and valued – across all levels of the business. We believe in delivering innovation by approaching situations with a positive and can-do attitude, challenging assumptions and finding the best way to achieve our goals as a team.

Key Accountabilities

• Providing technical product support to customers with a focus on quick resolution of incidents, and great customer satisfaction.
• Analysing, troubleshooting, and resolving hardware, operating system and application issues.
• Reviewing tickets created by customers, including categorisation and routing.
• Handling of incoming client calls, logging tickets with correct categorisation and resource assignment.
• Liaising with vendors, suppliers and internal teams.
• Continuously learn the latest technical best practices to improve efficiency.
• Escalation of tickets to L2 and as necessary L3 or vendor specific resolver teams as per our escalation process.

Role Relationships

Direct Reports

None

Key Internal Relationships

All internal stakeholders

Key External Relationships

Customer, Third Party Providers

Requirements for the role

Knowledge & Experience

• Have excellent customer service skills.
• Have basic knowledge to support Office 365 services.
• Be able to produce and maintain detailed technical documentation.
• Have stakeholder management skills, with the ability to communicate technical solutions to different audiences.
• Demonstrate excellent communication skills, both written and verbal.
• Basic understanding of cyber security concepts and solutions.

Qualifications

• Hold or desire to obtain Foundation Level Microsoft 365 or Microsoft Azure certification
• Hold or desire to obtain CompTIA A+ certification

Behaviours linked to Values

• Growth Mindset: Open and flexible attitude – embraces change
• Deliver Innovation: Courage to try something new
• Customer Obsession: Driven by customer satisfaction
• Professional Approach: Trust in your integrity
• Teamwork with Diversity: Challenge with respect

Other requirements

• Excellent verbal and written communication skills
• Excellent organisational skills and attention to detail
• Excellent written and oral communication skills
• Ability to engage with stakeholders at multiple levels
• Can develop trust and positive relationships with client stakeholders, colleagues, vendors and third-party providers
• Possess a flexible approach to changing requirements and needs within client environments and our own business
• Client-centric, always puts the customer at the heart of everything we do
• Professional, self-starting, highly-organised and completer-finisher approach to work
• Enthusiastic, self-motivated individual, used to working in a fast-paced environment
• Demonstrated interest in technology
• Basic knowledge of information security, best practices and platforms to ensure data protection

Location

Hybrid/blended working: Head Office in London and Remote

Hours

Shift patterns, 37.5 hours per week

Benefits

We are committed to creating great jobs for great people, and provide:

25 days paid annual leave, per year (in addition to statutory bank holidays). Increases every year of service up to 5 years.

Birthday Day Off - An additional day off to celebrate your birthday

Life Event Leave – time off for when you have need it

Perkbox Employee Benefits Subscription - Perkbox offers our staff hundreds of perks, discounts, and freebies from big-name brands including discounted healthcare, gym membership and many more.

Flexibility - We strive to be a great place to work, providing flexible work hours, great holiday entitlement and paid parental leave.

Social Club - We hold a monthly social club with events such as axe-throwing, bowling and golf organised by our team.

Funded Training and Development - Fully-paid technical courses, training and exams related to your personal development goals.

Refer-a-friend Bonus - Earn great rewards by introducing new members and helping to grow our team. We’re always on the lookout for great talent!

Pension - We offer a workplace pension scheme with employer contributions from a competitive and flexible pension provider.

More details on our company can be found on our careers page: https://virtuoso.tech/uk/careers/

About Virtuoso

Virtuoso is a privately-owned, forward-thinking IT Managed Services Provider with offices in London and Auckland. We implement and manage business platforms and applications for our customers across the UK and NZ. They choose us as their integrated technology partner to help them harness the intelligent Microsoft Cloud. We offer a range of managed and professional services which focus on matching customer requirements to innovative technologies, delivering truly positive business outcomes. Read more about us here: https://virtuoso.tech/about/