IT Support Analyst

Start Date 

Immediate 

What We are Looking For 

We are looking for a Level 1 IT Support Analyst to join our team based in West Malling, Kent, working within our global IT managed services organisation. 

 
Whilst we aren’t looking for anyone with experience as a Support Analyst, the successful candidate will have a passion for learning, affinity with tech and good customer service & communication skills. This is a fantastic opportunity for anyone wishing to begin their IT career or an individual with some experience looking to be part of a strong team working with the latest tech. 

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 

Skills & Experience
 
 

Essential: 

• Basic understanding of IT and cyber security concepts  

• Demonstrate excellent communication skills, both written and verbal 

• At least 1 year of experience working in a professional, customer-facing environment is beneficial.

Desirable (not essential): 

• Some knowledge of the Microsoft 365 and Microsoft EntraID tech stack 

• Some knowledge of troubleshooting Windows 11 and/or macOS devices 

Location/Travel 
 

Full time office based at our offices in Kings Hill, West Malling, ME19 4AE. 

Hours 
 

37.5 hours per week, shift-based, staggered shifts between the hours of 06:00 – 20:30 
 

Benefits

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

• Funded Training and Development
  - Our people’s personal development is extremely important to us. Fully-paid technical courses, training and exams are available, related to your individual roles. We’re also open to hearing about what you would like to learn about – so that we can provide what you need to develop. 

• Flexibility
  - We are a great place to work, providing flexible work hours, great holiday entitlement and paid parental leave.  25 days paid annual leave plus additional long service leave. 

• Quarterly Bonus - We operate a discretionary quarterly bonus scheme based on individual, team and company performance. 

• Social Club
  - We hold a monthly social events such as axe-throwing, bowling, go-karting and immersive gaming organised by our team. 

• Great Office Culture - Modern offices with great facilities, including drinks fridge, coffee machine, snacks and fruit. Gaming console for breaks and competitions. 

• Subsidised Gym Membership - Stay active with our subsidised gym membership, part of our commitment to your wellbeing. 

About Virtuoso 
 

Virtuoso is an award-winning IT service provider, supporting ambitious businesses globally since 2011.  We are a technology-driven business, strengthened by our culture and commitment to serving customers. Businesses work with us because we take the complex and make it simple.  We help customers harness the power of the Microsoft Cloud. Our managed technology services get the right balance of cloud platforms and traditional IT working together for them. From strategy and design, to delivery and support, our team of technical experts work 24/7, 365 days a year, empowering businesses with the cloud advantage. 

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