Junior Support Analyst

Hollybank Trustees Ltd; Guildford; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Hybrid Working

Free Parking

Company Bonus Scheme

Mental Health Support

Virtual GP

Job summary

Hollybank Trustees Ltd in Guildford seeks a motivated Junior Support Analyst to join its fast-growing tech team. You will investigate technical issues, manage incidents through to resolution, and collaborate with cross-functional teams to keep customers connected.

Ideal for recent graduates or those with 1+ year’s experience; you will develop in a dynamic, technology-driven environment with exposure to IoT and IT systems. A great gateway to broader IT operations roles.

Qualifications

• Degree-level qualification in Computer Science, Engineering or equivalent.
• Some experience in Technical Customer Services or Technical Systems Support.

Responsibilities

• Take ownership of incidents reported from Eseye customers through service desk interfaces.
• Provide technical triage and analysis for incidents.
• Coordinate with technical, service delivery and customer success teams for resolutions.
• Escalate incidents and manage through to Level 2 support.
• Ensure work complies with ISO27001 and ISO9001 standards.
• Maintain a knowledge base for solutions to support other team members.
• Monitor automated alerts and implement appropriate mitigation.
• Provide first-line support for internal laptop/device issues with third-party IT teams.

Skills

SLA management

Customer service

Networking fundamentals

Excellent communication

Problem solving

Education

Degree in Computer Science/Engineering or equivalent

Tools

MySQL

Wireshark

Excel

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

• 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.
• 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

• Corporate Bonus Scheme
• Income Protection
• Life Insurance
• Mental Health Support
• EAP Service
• Virtual GP
• Casual Dress Code
• Hybrid Working
• Free Parking
• Free Shuttle Bus Services
• Free Costa Coffee (and many other hot drinks)
• Salary Sacrifice
• EV Car Scheme
• Regular Organised Social Events and Engagement Activities