Support Analyst (Entry Level)

Virtuoso • Seven Oaks, TX

1d • Onsite

About The Position

We're looking for a Level 1 IT Support Analyst to join our team in Albany, Auckland, supporting customers across New Zealand, Australia, the United Kingdom, and beyond. You don't need extensive IT experience to be successful in this role. We're looking for someone with a genuine passion for technology, excellent communication skills, and a desire to build a career in IT. Whether you're starting out in the industry or already have some experience in a customer-facing technical role, this is an opportunity to work alongside a talented team using modern cloud technologies and industry-leading tools.

Requirements

• Strong interest in technology and cyber security.
• Excellent verbal and written communication skills.
• A customer-first mindset with a positive attitude.
• At least one year of experience in a professional customer-facing environment is beneficial.

Nice To Haves

• Exposure to Microsoft 365 and Microsoft Entra ID.
• Experience supporting Windows 11 and/or macOS devices.
• Relevant IT certifications, study, or personal projects.

Responsibilities

• Provide technical support to customers with a focus on rapid resolution and exceptional customer service.
• Troubleshoot hardware, operating systems, Microsoft 365 applications, and endpoint issues.
• Process service requests including new starters, leavers, user onboarding, and device provisioning.
• Review, categorise, and route support tickets appropriately.
• Handle inbound customer calls and create tickets with accurate information and prioritisation.
• Collaborate with vendors, suppliers, and internal technical teams.
• Escalate incidents to Level 2 and Level 3 engineers when required.
• Continuously develop technical knowledge and stay current with emerging technologies and best practices.

Benefits

• Funded Training & Certifications – Fully paid technical training, certifications, and professional development.
• Flexible Working – Flexible work arrangements, generous annual leave, and paid parental leave.
• Quarterly Bonus – Discretionary bonus scheme based on individual, team, and company performance.
• Great Team Culture – Regular social events, team celebrations, and company activities.
• Modern Technology – Work with the latest Microsoft cloud technologies and industry-leading tools.
• Career Progression – Clear development pathways and opportunities to grow your IT career.
• High-Performing Team – Learn from experienced engineers and work with customers across New Zealand, Australia, and the UK.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed