Start Date Immediate What We are Looking For We are looking for a Level 1 Support Analyst to join our company in Kent working within the Enterprise Co-Managed team in a fast-paced managed service environment. 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 for a home in a strong team working with the latest tech. Key Accountabilities · Communicating effectively with customers via telephone and in written form. · Analysing, troubleshooting, and resolving endpoint and application issues. · Effectively logging, categorising and managing customer tickets through their lifecycle in company ITSM tool (ConnectWise / Halo PSA). · Providing support to many different end-customers, ensuring timely resolution of incidents, service requests and great customer satisfaction. · Analysing, troubleshooting, and resolving end user customer issues for Microsoft 365, MaaS360, McAfee, Sophos & Microsoft Teams Phone. · Update documentation for the Knowledge Base (IT Glue). Skills & Experience · Must have experience working in a customer-facing position. · Must hold or have desire to hold Microsoft Fundamental/Intermediate certifications. · Excellent communication skills, both written and verbal. · Understanding of cyber security concepts. · Be able to create and maintain operational support documentation. Location/Travel Full time office based at our offices in Kings Hill, West Malling, ME19 4AE. Hours 37.5 hours per week, shift-based, 08:00-16:30/09:00-17:30/09:30-18:00. 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 strive to be 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. 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/