At a Glance
- Tasks: Investigate technical issues and manage incidents to keep customers connected.
- Company: Join a fast-growing tech team in Guildford with a collaborative spirit.
- Benefits: Enjoy competitive salary, annual leave, life insurance, and free Costa Coffee.
- Other info: Great platform for future roles in IoT Operations, Technical Consulting, and more.
- Why this job: Kickstart your career in tech with real challenges and growth opportunities.
- Qualifications: Degree in Computer Science or related field; some tech support experience preferred.
The predicted salary is between 31500 - 38500 £ per year.
We're seeking a motivated Junior Support Analyst to join our fast-growing technical team based at our Guildford office.
In this role, you will be at the forefront of investigating technical issues, managing incidents through to resolution and working with teams across the business to keep our customers connected and supported.
This is an excellent opportunity for a recent graduate or someone with 1+ years' experience eager to develop their career in a fast-paced technology-driven environment.
If you enjoy problem-solving, have an interest in Io T and IT systems, and are excited to learn new technologies, this role offers a fantastic platform for growth.
This isn't just a Support role - it could be a gateway into our wider business and has been for many of our previous Support Analysts.
You'll gain exposure across multiple functions and develop valuable commercial and operational experience.
Many of the skills you'll build here could open the door to future career paths such as Application Support, Io T Operations, Business Operations or Technical Consulting.
- What you’ll be doing
- Take ownership of incidents reported from Eseye customers through our service desk interfaces and delivery to agreed SLAs.
- Provide a level of technical triage and analysis for incidents reported from Eseye Customers through our service desk interfaces.
- Work with technical, service delivery and customer success teams to ensure a successful resolution to customer incidents.
- Responsible for escalation of incidents and managing through to the Level 2 support team.
- Must ensure that all work is carried out in compliance with security and quality standards ISO27001 and ISO9001.
- Responsible for maintaining an appropriate knowledge base, for the solutions to problems that will assist and support other Support team members.
- Responsible for the monitoring of automated alerts and the implementation of appropriate mitigation and escalation.
- Responsible for providing first line support for internal laptop/device issues and working with a third-party IT team to resolve issues.
- What we are looking for
Essential
- Degree-level qualification in Computer Science, Engineering or equivalent.
- Some experience working in Technical Customer Services or Technical Systems Support.
- An understanding of SLA management processes and ticket systems.
- Experience working in technical support teams, ideally in a Telecoms or communications environment.
- Working knowledge of fundamental networking concepts.
- Good experience in My SQL (or equivalent) technologies and be capable of navigating and manipulating data within relational databases.
- Experience with network packet analysis tools such as Wireshark or equivalent.
- Excellent written and verbal communication skills, with an ability to articulate complex matters at the right level.
- Strong user experience with key applications within the Microsoft Office suite especially Excel.
- The ability to resolve problems, understand complex situations and most importantly, a desire to deliver a high level of customer service.
Desired
- Knowledge of GSM/LTE cellular networks or working within a Mobile Network Operator Technical Services environment.
- Experience in customer-facing positions.
Why choose this role?
This is a great opportunity to build your technical knowledge while working on a broad range of customer and internal support issues.
You’ll have the chance to investigate real technical challenges, collaborate with different teams and develop your experience across networking, databases, incident management and customer support.
If you’re proactive, technically curious and enjoy being the person who helps solve the problem, we’d love to hear from you.
- Company Benefits
- Annual salary review and career progression
- Life insurance
- Income protection
- Access to private GP appointments and prescriptions
- High street discount scheme
- 25 days annual leave
- Birthday annual leave (1 day)
- Free parking
- Unlimited free Costa Coffee
- On-site café
Education
- GCSE or equivalent (preferred)
Experience
- IT Support: 1 year (preferred)
- Customer service: 1 year (preferred)
Work authorisation
- United Kingdom (preferred)
- #J-18808-Ljbffr
Junior Support Analyst in Guildford employer: Quona Capital
At Eseye, we pride ourselves on being an excellent employer, offering a dynamic work culture that fosters growth and innovation. Our Guildford office provides a supportive environment where Junior Support Analysts can thrive, with access to ongoing training, career progression opportunities, and a range of employee benefits including life insurance, private GP appointments, and generous annual leave. Join us to be part of a collaborative team that values your contributions and encourages you to explore diverse career paths in the technology sector.
StudySmarter Expert Advice🤫
We think this is how you could land Junior Support Analyst in Guildford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Quona Capital. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Quona Capital before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Junior Support Analyst in Guildford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Quona Capital:Your cover letter is your chance to shine! Tell us why you want to work at Quona Capital specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Quona Capital!
How to prepare for a job interview at Quona Capital
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
