Junior Support Analyst

Quona Capital

Guildford

On-site

GBP 26,000 - 36,000

Full time

5 days ago

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Benefits offered by this job

25 days leave

Free parking

Costa Coffee

On-site café

Life insurance

Income protection

Private GP appointments

Job summary

Quona Capital in Guildford is seeking a motivated Junior Support Analyst to join our fast-growing technical team. You will investigate issues, manage incidents to resolution and collaborate with teams to keep customers connected and supported.

Ideal for a recent graduate or someone with 1+ years' experience eager to develop in a technology-driven environment. You will gain exposure across functions and a path into broader roles such as Application Support or Technical Consulting.

Qualifications

Degree in CS, engineering or equivalent.
Experience in Technical Customer Services or Technical Systems Support.
Understanding of SLA management and ticket systems.
Experience in telecoms or communications environments.
Knowledge of networking concepts.
Experience with network analysis tools such as Wireshark.
Strong communication skills and Excel proficiency.
Ability to deliver high level customer service.

Responsibilities

Take ownership of incidents reported from Eseye customers through service desk interfaces and SLAs.
Provide technical triage and analysis for incidents reported from Eseye Customers.
Coordinate with technical, service delivery and customer success teams to resolve incidents.
Escalate incidents to Level 2 support when needed.
Ensure work complies with ISO27001 and ISO9001 security and quality standards.
Maintain a knowledge base with solutions for the team.
Monitor automated alerts and implement mitigation and escalation.
Provide first-line support for internal laptop/device issues with third-party IT teams.

Skills

MySQL

Wireshark

Networking concepts

Excel

Communication

Incident management

SLA management

Customer service

Education

Degree in CS/Engineering

Tools

Ticketing systems

Job description

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 IoT 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, IoT 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 MySQL (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