Job Description

Tech Support Analyst

Monday - Friday

27,000

2 days working from home

Role overview

You will play a key role in providing a comprehensive Tech Support service to JLA employees. You will provide IT support on a number of matters and ensure these are logged, monitored and resolved in an efficient and effective manner. A willingness to learn and develop is essential to understand and support business technologies.

Whilst a strong interest in technology paired with the ability to grasp technical concepts quickly and easily is important, our emphasis will be more on your personality, drive, communication skills and professionalism. You will need to balance many demands, so being able to multi-task in a fun but intensive environment is a critical skill. You will need to be comfortable working independently and as part of a team. A positive, can-do attitude, coolness under pressure and the ability to handle a wide variety of client issues are essential.

Key tasks

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 Senior Tech Support / Tech Manager where appropriate. Provide technical support to customers who work with Windows laptops and Microsoft Office apps. This extends across multiple offices across the UK and also includes remote / field based users. Support users on iOS technologies and cloud applications Ensure that all Incident Management procedures are adhered to for all tickets. All incidents reported to the Service Desk are logged accurately and expeditiously in real time, and are correctly prioritised with either internal Tech staff or external 3rd party suppliers. Incidents will all be logged and case notes maintained. 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. Ensure that customers are kept informed as to the progress of their incident/ticket. Resolutions of incidents are monitored, to ensure that the information given is complete and that the necessary actions are communicated to the relevant departments and followed through. 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 Carry out PC, Phone (iPhone and Android) and Tablet (iPad and Android) imaging, equipment builds, maintenance and repairs to a high standard
This role requires 1 in 5 weekends on call paid as extra.

The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the position.

Essential Criteria

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

Experience

1 to 3 years providing IT support of the following environment: Windows 10 Office 2016, 2019, 365 MS Server 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

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. 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. 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
What's on offer?

on site state of the art gym on site cafe serving healthy food throughout the day Great team working and fun environment Fantastic leadership and opportunity to develop and grow
Job Type: Full-time

Pay: Up to 27,000.00 per year

Benefits:

Casual dress Company pension Cycle to work scheme Gym membership Health & wellbeing programme On-site parking Referral programme Sick pay Store discount Work from home
Ability to commute/relocate:

Sowerby Bridge HX6 4AJ: reliably commute or plan to relocate before starting work (required)
Experience:

tech support: 2 years (preferred)
Work Location: Hybrid remote in Sowerby Bridge HX6 4AJ