Senior Technical Support Analyst

If you're an experienced Senior Technical Support Analyst with strong Microsoft 365, Intune, Autopilot and ITIL experience, and you're looking for a role where you can make a real impact while supporting and developing others, we'd love to hear from you.

Location:
Billericay, Essex (with travel to Ground Control sites as required)

Salary:
Competitive

Contract Type:
Full Time, Permanent

Typical

Hours:

40 hours per week, Monday-Friday, with rota-based onsite support and out-of-hours standby cover

Technology keeps our business moving, and great support keeps our people productive. We're looking for an experienced Senior Technical Support Analyst to join our Service Desk team and play a key role in supporting users, resolving complex technical issues, and helping develop the capability of the wider team.

This is a hands-on technical role for someone who has already worked at Senior Technical Support Analyst level. You'll act as the escalation point for the Service Desk, provide guidance to colleagues, manage core Microsoft technologies including Microsoft 365, Intune and Autopilot, and help drive continuous improvement across our support function.

If you enjoy solving challenging problems, sharing your knowledge with others, and delivering an outstanding support experience, we'd love to hear from you.

• Act as the primary escalation point for Technical Support Analysts, taking ownership of complex incidents and ensuring issues are resolved efficiently and professionally.
• Manage and administer Microsoft 365 services, including Exchange Online, Microsoft Teams, SharePoint Online and Entra , ensuring users have reliable access to business-critical systems.
• Own the management of Microsoft Intune and Windows Autopilot, including device builds, configuration profiles, compliance policies, endpoint provisioning and lifecycle management.
• Troubleshoot complex technical issues across applications, endpoints, networking, hardware and cloud services, identifying root causes and implementing long-term solutions.
• Support and mentor members of the Service Desk team, sharing technical knowledge, coaching colleagues and helping to develop capability across the function.
• Create and maintain technical documentation, support processes and knowledge articles, ensuring best practices are captured and shared across the team.
• Identify opportunities for automation and continuous improvement, using Power Shell and other technologies to improve efficiency and reduce manual workloads.
• Support security and operational resilience activities, including Microsoft Defender, VPN technologies and endpoint compliance.
• Participate in change management activities, including testing, CAB discussions and implementation of approved changes.
• Build strong working relationships across the business, working collaboratively with stakeholders, end users and third-party suppliers to deliver an excellent support experience.

• The opportunity to play a key role within a growing and evolving IT function.
• Exposure to modern Microsoft technologies including Microsoft 365, Intune, Autopilot and cloud-based services.
• The chance to mentor and support colleagues while continuing to develop your own technical expertise.
• Opportunities to drive automation and service improvement initiatives that have a real impact on the business.
• A collaborative and supportive team environment that values knowledge sharing and continuous improvement.
• The ability to influence how technical support services are delivered across the organisation.

• Proven experience working as a Senior Technical Support Analyst or equivalent senior technical support role. This role is not suitable for someone looking to take their first step into a senior position.
• ITIL v4 Foundation (or above) is essential.
• Strong experience administering Microsoft 365, including:
  • Exchange Online
  • Microsoft Teams
  • SharePoint Online
  • Entra
• Strong experience managing Microsoft Intune and Windows Autopilot, including:
  • Device builds
  • Configuration profiles
  • Compliance policies
  • Device enrolment and provisioning
• Proven experience acting as the technical escalation point within a Service Desk or IT Support environment.
• Demonstrable experience mentoring, coaching and developing technical support teams.
• Experience creating support processes, technical documentation and knowledge base content.
• Strong troubleshooting experience across hardware, software, networking, cloud platforms and endpoint technologies.
• Experience with Power Shell scripting and automation.
• Strong understanding of incident, problem and change management processes.
• Excellent communication skills with the ability to support stakeholders at all levels of the organisation.
• A proactive, solutions-focused approach with a passion for delivering exceptional customer service.

• Microsoft Dynamics 365 (D365)
• Power BI
• SQL
• Microsoft certifications (MD-102, AZ-104 or similar)
• CompTIA Network+ or Security+

If you're an experienced Senior Technical Support Analyst…