At Virtuoso, our team members play a crucial role in improving the implementation and adoption of technology for our customers. A critical component of our OnTrack solution is delivering exceptional support and service to our clients — and Ilia Osipov is no exception. Since joining Virtuoso over a year ago, Ilia has become a trusted part of our frontline support team, known for his problem-solving mindset, professionalism, and enthusiasm for continuous learning.
In this month’s Staff Spotlight, we’re getting to know Ilia a little better — from how he got started in IT to what drives him every day.
Getting to Know Ilia
Tell us a bit about your background before joining Virtuoso.
I had recently graduated from Takapuna Grammar School (November 2023) and I’ve always been passionate about the IT industry. Since the age of 15, I’ve taken on part-time roles in technology, always looking for ways to develop my skills. I loved taking on home IT projects, and that hands-on curiosity eventually pushed me to seek out opportunities to build real-world experience.
What sparked your interest in the IT world?
My parents were a big influence—especially my dad, who has been in IT for over 20 years. From a young age, he challenged me with tricky day-to-day tech problems, and that really shaped my interest. Their support helped build the foundation for my career path.
What made Virtuoso stand out to you?
Virtuoso’s focus on leveraging modern technology to make things better really stood out. I wanted to be part of a team where I could grow quickly in a fast-paced environment. The company’s professional approach, customer obsession, and growth mindset made it the ideal place to kick-start my IT journey. Virtuoso also has a focus on keeping their staff upskilled with days allocated to training and professional development every quarter.
Life as a Support Analyst
Can you tell us about your role at Virtuoso?
As a Support Analyst, I’m on the front lines—working directly with end users across the businesses we support. I help troubleshoot everything from Active Directory and Microsoft cloud infrastructure to Office applications, signature setups, printing, and general configurations. It’s all about making sure users get fast, effective solutions, and looking for opportunities to make their lives better and simpler.
What excites you most about the role?
No two days are the same, and I love the variety! The fast pace and the daily challenges keep me on my toes, and I enjoy constantly learning while helping customers solve problems.
How do you see your work contributing to Virtuoso’s success?
We’re the face (or voice) of Virtuoso to many clients, so our support experience really matters. By resolving issues efficiently, we directly impact customer satisfaction and ensure our customers are happy. Everyone at Virtuoso has key success indicators and for the support team these are centred around customer satisfaction. Our team typically has a customer satisfaction score of over 95%.
Culture & Team Vibes
How has your experience been so far?
It’s been an awesome hands-on learning experience. The team is incredibly supportive, and I’ve built a lot of technical knowledge. I’ve also gained confidence handling cases that I would have previously escalated.
What do you love about the team culture?
There’s a real willingness to share knowledge, and the open-office setup makes collaboration easy. Being in the office fosters better communication and more effective teamwork.
Any standout moments that made you feel welcome?
Absolutely. Even though we work remotely with customers a lot, I’ve often been the go-to person for onsite client visits—whether it’s onboarding, complex troubleshooting, or managing outages. Those in-person interactions may be rare, but they really matter, and I take pride in handling them with professionalism.
Passion for Tech & Life Outside Work
What areas of IT are you most passionate about?
Pretty much anything tech-related! I enjoy both hardware and software—whether it’s installing firewalls or troubleshooting applications.
What do you enjoy outside of work?
Gaming is a big one—Counter-Strike and Rust are my go-to games. I also have over six years of experience in pool (the game!), and I’m actively involved in the local pool scene. I coach, compete in tournaments across and outside Auckland, and this year, I’m captain of my Auckland Pool League (APL) team.
Any cool tools or apps you’re into right now?
I’ve been really excited about ImmyBot—a tool we use for remotely managing Windows systems, deploying apps, running scripts, and more. I was one of the first to be trained on it and am currently the only Level 1 support engineer with admin access. With great power comes great responsibility!
Looking Ahead
What are your professional goals?
I want to continue sharpening my technical skills and eventually move into a more specialised area—whether that’s system administration, cloud infrastructure, or cyber security. Certifications and hands-on experience are a big focus for me right now.
Where do you see yourself in the next few years?
Taking on more complex projects and responsibilities. Virtuoso has been fantastic in offering 1:1 review sessions and ongoing support for my development. It’s definitely helping me move faster toward my goals.
Any advice for someone starting in IT?
Be passionate and stay curious. The industry moves fast, so continuous learning—through certifications and hands-on practice—will set you apart. And remember, you don’t always need a university degree if you’ve got the skills and the drive!
Ilia is a great example of the fresh talent driving innovation and energy at Virtuoso. We’re thrilled to have him on board and can’t wait to see where his journey takes him next.
If you’re looking for a new role and think Virtuoso seems like a good fit, check out our Careers page. We’re always looking for new talent!
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