Support Analyst (Entry Level)

About the Role

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.

Key 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.

Skills & Experience

Essential

• 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.

Desirable (Not Essential)

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

Location

This is a full-time office-based role from our Albany office on Auckland's North Shore.

Hours

40 hours per week, operating on a rotating roster between 7:00am and 7:00pm Monday to Friday.

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.

About Virtuoso

Virtuoso is an award-winning IT managed services provider helping ambitious organisations get the most from technology. Since 2011, we've been delivering modern workplace, cloud, cyber security, and managed IT services to customers across New Zealand, Australia, the United Kingdom, and beyond.

We specialise in Microsoft technologies and help businesses harness the power of the Microsoft Cloud through strategic advice, project delivery, and ongoing managed services. Our mission is simple: we take the complex and make it simple, empowering organisations to focus on what they do best.

Learn more about careers at virtuoso.tech.