Position Overview
Revitalise your career by joining illuminance Solutions, a technology company committed to innovation and positive social impact. We are seeking an Agentic Support Analyst to join our central support function, resolving client support matters across our products and standard services while assisting with essential internal technology, access and security operations.
About the role
As our Agentic Support Analyst, you will join the central support function and help resolve customer matters across illuminance products and standard services. You will also support selected internal technology activities, including account administration, staff onboarding and offboarding, subscriptions, access controls, security and ISO 27001-related work.
At illuminance, our people and AI agents work together. Our internal agents and automated workflows can accelerate research, diagnosis, documentation and implementation. Your role is to understand the real need, give the agents useful direction, question weak assumptions, validate the outcome and remain accountable for moving the matter forward.
You will not be expected to know every product or solve every issue alone. You will be expected to learn quickly, communicate clearly, use good judgement and involve the right person when additional expertise or authority is needed.
What you’ll be doing
- Act as an initial point of response for customer support matters across multiple products and services.
- Understand the underlying need, assess impact and urgency, and classify matters as incidents, questions, service requests or change requests.
- Use AI agents, automation and diagnostic tools to investigate and resolve issues, while applying human judgement to validate outputs, manage risk and ensure high-quality outcomes.
- Create clear Azure DevOps work items and practical implementation plans, with enough context, evidence and acceptance criteria for others to act confidently.
- Verify fixes in sandbox environments and coordinate approved deployments with product, development and service teams.
- Research and answer customer questions using trusted sources, explaining options and next steps in clear, practical language.
- Assess change requests, support estimates for small changes and work with the wider team to shape larger requests into mini projects or statements of work.
- Keep customers and account managers informed, recognising service risks, out-of-scope work and commercially important issues early.
- Turn recurring issues into useful product feedback, stronger knowledge, better prompts and improved automated workflows.
- Support internal accounts, subscriptions and third-party systems, including staff onboarding, offboarding and approved access changes.
- Assist with security operations and ISO 27001 activities, including maintaining records, supporting reviews and escalating suspected risks or incidents promptly.
How you’ll work with AI and agents
AI is part of the operating model, not an occasional add-on. You will use approved agents and automation every day, but you will never treat an output as correct simply because a system produced it.
- Frame the problem clearly and give agents the right context, constraints and success criteria.
- Review evidence, test assumptions and refine instructions when outputs are incomplete or inconsistent.
- Validate proposed answers, plans and fixes before they are relied upon or released.
- Identify opportunities to improve prompts, agents, knowledge and workflows so the whole support system gets better over time.
What we’re looking for
A conventional service desk background is not essential. We are more interested in how you think, learn and take ownership than in whether you have followed a particular support process before.
- Problem-solving ability: you can break down an unfamiliar issue, identify missing information and test possible explanations.
- Curiosity and adaptability: you enjoy learning new platforms and moving between customer, technical and operational problems.
- Responsible AI use: you are comfortable using generative AI or automation and checking its work rather than accepting it at face value.
- Clear communication: you can explain technical matters in plain language and keep people informed without creating noise.
- Ownership and organisation: you follow through, keep useful records and manage multiple priorities reliably.
- Sound judgement: you recognise when security, privacy, access, scope, cost or customer risk requires escalation.
- Commercial awareness: you understand that effort, commitments and scope have consequences for both the customer and illuminance.
Technical experience
You do not need experience in every area below. Exposure gained through employment, internships, study, projects or self-directed learning will all be considered.
- A qualification or developing capability in information technology, information systems, cybersecurity, business analysis or a related field.
- Experience with generative AI, agent-based tools, automation or structured prompting.
- Exposure to Azure DevOps or another work-management, ticketing or development tool.
- Familiarity with one or more of Microsoft 365, Dynamics 365, Power Platform, SharePoint, Azure, identity and access management, APIs or software testing.
- Enough technical literacy to reason about software behaviour, permissions, data flows, environments and integrations.
Security and ISO 27001 awareness
You do not need to be a cybersecurity or ISO 27001 specialist. You do need to respect confidentiality, follow approved controls, maintain accurate records and recognise when something unusual should be escalated. Experience with access reviews, asset records, risk registers, security tooling or compliance evidence is advantageous.
Why join illuminance?
- Build a career at the intersection of customer service, AI-enabled delivery, product improvement, automation and cybersecurity.
- Work on varied challenges across client products, Microsoft business applications and internal technology operations.
- Develop technical knowledge, professional judgement and commercial awareness with support from experienced colleagues.
- Contribute to a multicultural, inclusive team that values curiosity, accountability and continuous learning.
- Help deliver technology that strengthens organisations and creates meaningful outcomes for communities.
- Access flexible working arrangements, subject to client, role and operational requirements.
