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- Tasks: Provide IT support and resolve tech issues for JLA employees.
- Company: Join JLA, a leader in essential services for care homes, hospitals, and schools.
- Benefits: Enjoy flexible working, 25 days leave, gym access, and a comprehensive benefits package.
- Why this job: Be part of a supportive team that values your growth and offers career development opportunities.
- Qualifications: Basic IT knowledge and a willingness to learn; experience in tech support is a plus.
- Other info: Earn up to £1,000 through our Refer a Friend scheme!
The predicted salary is between 30000 - 42000 £ per year.
Overview
JLA has been providing critical assets and services to Care Homes, Hospitals, Schools, and Hotels for over 50 years. These assets and services support Laundry, Catering, Heating, Fire Safety, Infection Control, and Air Conditioning. The company offers a Total Care package, a rental model that provides brand new equipment, a single monthly payment, and maintained costs.
When you join the JLA family, you\’ll also gain access to an extensive benefits package.
We care about our people and provide tools for health and wellbeing, financial guidance, and legal advice. Support includes an Employee Assistance Programme, 24/7 Wellness and Lifestyle App, Mental Health First Aiders, and up to 8 counselling sessions (in-person or remote).
There is a free onsite gym at head office and gym membership discounts are available. The company offers life assurance, sick pay, a pension, free office parking, eye care vouchers, a cycle-to-work scheme, and staff benefits hub discounts. We promote work-life balance with 25 days of annual leave plus bank holidays, flexible working options, and enhanced family leave policies. A Colleague Recognition Scheme celebrates achievements, and there is support for career development and training. Through Refer a Friend, you can earn up to £1,000 in bonus rewards.
Role overview
You 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. While a strong interest in technology is important, the emphasis is on personality, drive, communication skills and professionalism. You will need to balance many demands, multi-task in a dynamic environment, and work independently or as part of a team. A positive, can-do attitude, composure 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 strive for first call resolution. Escalate issues to Senior Tech Support / Tech Manager where appropriate.
- Provide technical support to users of Windows laptops and Microsoft Office apps across multiple UK offices and remote/field-based users.
- Support users on iOS technologies and cloud applications.
- Ensure that all Incident Management procedures are adhered to for all tickets.
- Log all incidents accurately and expeditiously in real time, prioritise them, and coordinate with internal Tech staff or external 3rd party suppliers; maintain case notes.
- Monitor incident progress and remind assignees when target response times are nearing or exceeded.
- Keep customers informed of incident/ticket progress.
- Monitor resolutions to ensure complete information and follow-through with relevant departments.
- Contribute to user guides, technical manuals, online resources, and other documents to research and implement solutions.
- Collect, organise, and maintain a knowledge base of problems and solutions for use by other technical support analysts (especially on collaboration technologies, websites, and cloud apps).
- Proactively monitor JLA systems and escalate issues as appropriate (including JLA websites).
- Carry out PC, Phone, and Tablet imaging, builds, maintenance and repairs to a high standard.
- The above duties are not exhaustive; you may be required to undertake additional tasks within the scope of the role.
Criteria
Essential
- Basic understanding of WAN and LAN technologies
- Installation and configuration of Microsoft Windows and iOS operating systems
- Installation of Microsoft Office (on-premise and cloud)
- Configuration of Microsoft Outlook
- Installation of local and network printers
- Ability to diagnose technical and configuration issues in Windows
- Knowledge of computer and network connectivity hardware (NICs, switches, routers)
- Ability to modify and route patch cables
- General knowledge of MS Office tools (desktop and cloud)
- Experience configuring and supporting mobile devices – Android, Windows, iOS
- CompTIA Network+ and Microsoft MCP (or willingness to obtain)
- Experience troubleshooting in an Azure cloud environment
- Experience with collaborative software to improve business efficiency
- Experience reporting against service levels where Technology is a supplier
- Understanding of website functionality and Unidata
Desirable
- Experience (what you have done) in IT support roles (1-3 years) across Windows 10, Office 2016/2019/365, MS Server 2012/2016/2019, MS Exchange, Lync/SfB, Teams, LAN/WAN/VPN
- Experience with Microsoft 365, Teams and other collaboration software, Exchange Online, website maintenance and management, Azure Public Cloud
Experience (what you have done)
- 1 to 3 years providing IT support for Windows 10, Office 2016/2019/365, MS Server, MS Exchange/Lync/Teams
- Experience with LAN, WAN, and VPN technologies
- Excellent communication and teamwork skills; professional with customers and suppliers under pressure
- Experience in a service-oriented setting
- Microsoft 365, MS Teams and other collaboration software, Exchange Online
- Website maintenance and management, Azure Public Cloud
Behaviour and mindset
- Highly self-motivated and proactive; confident to help and support colleagues
- Conscientious with high attention to detail and task completion
- Results- and deadline-driven; methodical, analytical, and logical
- Ability to use initiative and generate new ideas
- Professional presentation and positive teamwork; flexible and detail-oriented
- Willingness to learn new hardware/software
- Good sense of humour and commitment to self-development
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Tech Support Analyst employer: JLA Limited
Contact Detail:
JLA Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Tech Support Analyst
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft Windows, iOS operating systems, and Azure cloud environments. Having hands-on experience or even just a solid understanding of these systems will help you stand out during the interview.
✨Tip Number 2
Showcase your communication skills by preparing to discuss how you've effectively resolved technical issues in the past. Be ready to provide examples of how you maintained professionalism under pressure, as this is a key aspect of the role.
✨Tip Number 3
Research JLA's services and the industries they support. Understanding their business model and the challenges they face can help you tailor your responses in interviews, demonstrating your genuine interest in the company and its mission.
✨Tip Number 4
Prepare to discuss your approach to teamwork and collaboration, especially in a tech support context. Highlight any experiences where you worked with others to solve problems or improve processes, as this aligns with the company's emphasis on teamwork.
We think you need these skills to ace Tech Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly with Windows and iOS systems. Emphasise any specific skills mentioned in the job description, such as troubleshooting, incident management, and familiarity with Microsoft Office applications.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your personality traits, such as being proactive and having excellent communication skills, align with JLA's values. Provide examples of how you've successfully handled tech support issues in the past.
Showcase Relevant Experience: When detailing your work history, focus on roles where you provided IT support. Highlight specific achievements, such as improving response times or contributing to user guides. This will demonstrate your ability to meet the demands of the Tech Support Analyst position.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a role that involves client interaction.
How to prepare for a job interview at JLA Limited
✨Show Your Technical Knowledge
Make sure to brush up on your understanding of WAN and LAN technologies, as well as the installation and configuration of Microsoft Windows and iOS operating systems. Be prepared to discuss your experience with troubleshooting in an Azure cloud environment and any relevant certifications you may have.
✨Demonstrate Your Communication Skills
Since this role requires excellent communication skills, practice explaining technical concepts in simple terms. You might be asked to describe how you would handle a support request from a non-technical user, so think about examples where you've successfully communicated complex information.
✨Emphasise Your Problem-Solving Abilities
Prepare to share specific examples of how you've diagnosed and resolved technical issues in previous roles. Highlight your ability to work under pressure and manage multiple tasks, as this is crucial for the Tech Support Analyst position.
✨Exhibit a Positive Attitude
A positive, can-do attitude is essential for this role. During the interview, convey your enthusiasm for technology and your willingness to learn and develop. Share instances where you've maintained composure under pressure and how you approach challenges with a proactive mindset.
