Support Analyst | Purify Technology

Support Analyst (£22-26k DOE)

If we cut you in half like a stick of rock, you’d have “customer service” running right through you.

You positively shine when it comes to looking after clients.

You know how to meet and manage their expectations.

You’re able to listen to their issues and help them to find the appropriate resolution.

In other words, you’re exactly who we’re looking for in this helpdesk support provision role!

As well as working remotely providing helpdesk support, you’ll be getting involved in implementation and deployment of projects for our clients.

Sounding good so far?

OK then. What other boxes do I need to tick?

You’ll need to:

Have experience of enterprise voice in Microsoft Teams and experience of supporting MS. Teams Meeting Rooms (you’d be our golden goose if you have experience of both!).
Be able to communicate effectively with clients, colleagues and suppliers.
Have great experience of Office 365 administration.
Be comfortable and confident in delivering training.
Possess an ability to translate “tech speak” into everyday language is highly prized as you will deal with both technically minded and non-technically minded people.
be willing to undertake training and achieve qualifications.
be comfortable working remotely and in a “video first” business.
understand that, as part of a small business, you’ll wear different hats at times, enabling you and the company to grow.

Ok, I’m still here. What does the role involve?

There are two main elements to this role.

The primary function of the role is to deliver on our promises to our customers in terms of technical support. You will

Deliver customer-facing, customer focused IT services and support.
Perform Adds, Moves, Changes and Deletes to enterprise voice features on user accounts.
Troubleshoot Teams Meeting Room and Microsoft certified Teams handset device hardware and software issues.
Deal with certain issues within the scope of your technical expertise by investigating and resolving them.
Identify when an issue needs to be escalated either to senior colleagues or to one of our suppliers and take ownership of that process to its resolution.
Contribute to standard procedures and support documentation.
Proactively investigate issues and identify fixes.
Maintain regular and positive communication with the customer, ensuring they understand the progress of their support ticket and they are happy with the resolution once the support ticket has been closed.

In terms of projects, you’ll get involved in

Configuring and pre-staging new Teams meeting room systems.
Conducting customer Teams meeting room site surveys.
Contributing to new enterprise voice in Teams deployment projects.
Gathering requirements and configuring auto-attendants and call queues for Enterprise voice in Teams.
Delivering user training for enterprise voice in Teams as well as Microsoft Teams Rooms on Windows and Android.

What about the future?

This is a role in a fast-paced company, and we will give you the flexibility and freedom to develop the role and its impact.

Sounds good. What else can you tell me about Purify?

We focus on the real needs of people and understanding their current frustrations, providing solutions that allow organisations to thrive in modern hybrid working environments. As Microsoft Teams specialists and Microsoft Gold Partners, we help maximise our clients’ existing investment to improve communication, collaboration and productivity.

A highly successful company, we work with clients who trust us, like us, and appreciate how we do things. We have some big names on the books and although currently small (but mighty!), we’re looking to grow significantly over the next couple of years and this role is key to helping us to do that.

Oh and when we say we work flexibly, we mean it’s truly in our business DNA. We were doing hybrid way before hybrid was cool.

What do I do now?

Get in touch with your CV – we’re looking forward to hearing from you!