Tech Support Analyst | Permanent |

  • Anywhere

Ref.: 214488464 | 2021-08-22 00:12:52

Tech Support Analyst

Town: | County: Greater Manchester | Country: United Kingdom

Description: The JLA story began in 1973 when we started out as a family run commercial laundry business; we've experienced rapid growth since and we're now market leaders, providing laundry, catering, heating, fire safety, infection control, and air conditioning solutions.

JLA is a thriving place to work; it's dynamic, fast paced and full of variety. With constant innovation in our products as well as constant investment in our workplace and employees, JLA is an exciting place to be.

We offer a range of industry leading fire safety services to keep people and premises safe, from initial risk assessments and site surveys to equipment installation and maintenance for your most critical devices. We combine top-quality equipment, technological and scientific innovation and an unmatched level of service into one convenient package.

We have a compelling vision to become one of the largest fire safety businesses in the UK. By combining three successful businesses and pooling their individual strengths we hope to build a business with an enviable service and product offering for both existing and new customers.

This expansion has opened up an opportunity for an Engineer to join our experienced team.

Tech Support Analyst Responsibilities:

Demonstrate excellent customer service skills with a positive problem-solving attitude, delivering high quality technical support to the business

Act as the main point of contact for all Tech Support issues, resolving routine Incidents and Support Requests, and striving for first call resolution

Escalating issues to 2nd and 3rd line Technicians where appropriate.

Provide technical support to customers who work with laptops and PCs using Windows, with Microsoft Office tools including Outlook

Support users on iOS technologies and cloud applications

Ensure that all customers are provided with the service and help they require to make best use of all current and future business systems and hardware/software provided.

Ensure that all Incident Management procedures are adhered to for all tickets i.e.

All incidents reported to the Service Desk are logged accurately and expeditiously in real time
All incidents are correctly prioritised
All incidents are assigned either to internal Tech staff or external 3rd party suppliers.
All incidents have an owner
The progress of all Incidents is monitored, with incident assignee's being reminded when target response times are nearing, have been reached or have been exceeded
Customers are kept informed as to the progress of their incident
All actions taken are logged in the incident ticket, maintaining detailed case notes
Resolutions of incidents are monitored, to ensure that the information given is complete and that the necessary actions which result from them are communicated to the relevant departments and followed through
The customers agreement to close the incident is obtained
Suppliers are proactively managed to ensure products and services are delivered as contractedStrive to meet or exceed SLA targets for Incidents and Service Requests

Consult and add to user guides, technical manuals, online resources and other documents to research and implement solutions

Collect, organise and maintain a "problems and solutions" knowledge base that can be used by other technical support analysts, especially about new collaboration technologies (Teams etc..), websites and cloud applications

Maintain accurate asset database records

Proactively monitor JLA systems for issues, escalating as appropriate, including JLA and associated websites

Handle configuration and maintenance and provide support for the systems used within JLA.

Carry out PC, Phone (iPhone and Android) and Tablet (iPad and Android) imaging, equipment builds, maintenance and repairs to a high standard

Receive continuing education and on-site training for new products and services

Essential Knowledge & Skills Required:

Basic understanding of WAN and LAN technologies

Installation and configuration of Microsoft Windows/iOS operating systems

Installation of Microsoft Office production applications (on premise and cloud)

Configuration of Microsoft Outlook

Installation of both local and network printers

Ability to diagnose technical and configuration issues in the Windows environment for use in troubleshooting and resolving faults

Good broad working knowledge of computer and network connectivity technologies at the hardware level, including Network Interface Cards, Switches and Routers

Ability to modify and route patch cables in a comms cabinet

Good general knowledge of MS Office tools (desktop apps and cloud enabled)

Experience of configuring and supporting mobile phones and tablets – Android & Windows & iOS

Essential Experience Required:

1 to 3 years providing IT support of the following environment:

Windows 10

Office 2013, 2016, 2019, 365

MS Server 2008, 2012, 2016, 2019

MS Exchange, Lync (SfB), Teams

MS Active Directory, Azure AD

LAN, WAN and VPN technologies

iOS Technology

Android Technology

Excellent communication and team working skills

Experience of working with customers and suppliers, dealing sympathetically and professionally with demands, even under pressure.

Personal qualities – (the way you think and act)

Highly self-motivated and pro-active.

Confident and able to provide help and support to other colleagues and stakeholders.

Conscientious, high attention to detail with ability to see tasks through to completion.

Confident in raising challenges to management.

Results and deadline driven.

Methodical, analytical and logical thinker.

Able to demonstrate use of initiative and generate new ideas.

Good personal presentation and a professional approach, able to operate in a constructive and positive manner.

Capable of providing excellent customer service (telephone etiquette, follow up etc.).

Ability to work quickly, with short deadlines.

Good team spirit and ability to take initiative.

Flexibility, availability and attention to detail.

Ability and willingness to learn new hardware/software programs and technologies

An understanding of customer care and a strong commitment to the service culture

Experience of working with customers, dealing sympathetically with their problems, even under pressure.


Essential – NVQ Level 2 or equivalent in 2 more subjects

Salary Type: Annum

Salary: £23000 – £29000/annum

Permanent | Full Time


Category: IT

Rogerio da Silva

Rogerio da Silva is a Brazilian who lives in the UK for a little over two decades. He is the owner of a test consulting and outsources services for software development. He likes to blog, write and create content that teaches others how to live a better life. Rogerio has two princesses and one powerful wife that help him with his work. He loves reading biographies of successful authors and dream builders because they inspire him to keep creating!

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