Junior Tech Support Analyst — IoT & Incident Resolution

Quona Capital; Guildford; On-site; GBP 26,000 - 36,000; Full time

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

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.