Level 1 Support Analyst

at  Virtuoso

WHAT WE’RE LOOKING FOR

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 promotions and movement inside and around our business, therefore, an opportunity has arisen within our Technical Support Team for a Level 1 Support Engineer to join us.
We are looking for a switched-on Level 1 Support Engineer to deliver support to local and global SME businesses. The right engineer will be obsessed with delivering world-class service to our customers.
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. You will have at least 1 -year of experience working in a customer-facing service desk environment.
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 tech support to clients with a focus on quick resolution of incidents, and great customer satisfaction.
• Analysing, troubleshooting, and resolving hardware, operating system and application issues
• Processing of service requests, including: new starter, leavers, device onboarding and offboarding
• Reviewing tickets created by clients, 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 our L2 and L3 engineers as per our escalation process

KNOWLEDGE & EXPERIENCE

Have basic knowledge to support Microsoft 365 services:

• Exchange Online
• SharePoint Online
• Teams
• Endpoint Manager
• Defender for Business
• Have basic knowledge to support Microsoft 365 application, Windows 10 and 11
• Microsoft Azure Active Directory
• Demonstrate excellent communication skills, both written and verbal
• Basic understanding of cyber security concepts and solutions
• At least 1 year of experience working in a customer-facing service desk environment.

QUALIFICATIONS

• Possesses ITIL v3 or v4 certification and/or experience of working within this framework. (desirable)
• Hold or desire to obtain a Foundation Level Microsoft 365 or Microsoft Azure certification
• Hold a CompTIA A+ certification

Please refer the Job description for details