Senior Technical Support Analyst IT

Senior Technical Support Analyst

Location:
Billericay / Hybrid

Salary:
Competitive

Contract Type:
Permanent

Working Hours:
Monday-Friday, rota-based service coverage between 7am-6pm

You take pride in getting to the root cause of issues, not just applying quick fixes. You're the person colleagues turn to when systems are failing, technology is causing frustration, or a complex problem needs a calm and knowledgeable solution. You enjoy combining technical expertise with excellent customer service and take ownership from the moment an issue is raised through to resolution.

At Ground Control, we're looking for a Senior Technical Support Analyst to join our growing IT function and operate at a true 3rd Line level. This is an opportunity to become one of the team's key technical experts, influencing how support services are delivered, improving the user experience across the business, and helping shape the future of our Microsoft 365, endpoint and automation capabilities.

You'll have the autonomy to identify improvements, introduce efficiencies and mentor colleagues, while supporting an ambitious business that relies on technology every day.

In this role, you'll provide advanced technical support across applications, endpoints, infrastructure and cloud services, helping ensure our people can work safely, efficiently and productively.

• Take ownership of complex technical incidents, resolving issues across applications, devices, networks and cloud services while delivering an excellent support experience.

• Act as the senior escalation point for Service Desk Analysts, providing guidance and technical expertise that strengthens the capability of the wider team.

• Manage and optimise Microsoft 365 services including Exchange Online, Teams, SharePoint and Entra , ensuring systems remain secure, reliable and fit for purpose.

• Drive improvements across endpoint management through Microsoft Intune and Windows Autopilot, helping to deliver a consistent and secure user experience.

• Identify recurring issues, carry out root cause analysis and implement long-term solutions that reduce incidents and improve service performance.

• Develop automation and scripting solutions, including Power Shell, that remove manual effort, improve consistency and increase efficiency across IT operations.

• Support security and operational resilience by helping colleagues with secure access, endpoint compliance, MFA and security-related incidents.

• Collaborate with colleagues, suppliers and stakeholders across the business to deliver changes, improvements and new technologies that create measurable value.

• The opportunity to become a recognised technical specialist within a growing and evolving IT function.

• A role where your ideas, automation initiatives and service improvements can have a visible impact across the business.

• The autonomy to identify problems, recommend solutions and influence how support services develop.

• Exposure to a broad technical environment spanning Microsoft 365, cloud services, endpoint management, automation and security.

• Ongoing opportunities to expand your technical expertise and develop new skills and certifications.

• A supportive team environment where knowledge sharing, continuous improvement and collaboration are genuinely encouraged.

• Proven experience operating in a senior IT support, technical support or 3rd Line support environment of similar scale and complexity.

• Strong troubleshooting experience across applications, hardware, networking, cloud platforms and Microsoft technologies.
• Hands-on experience administering Microsoft 365 services including Exchange Online, Teams, SharePoint and Entra .
• Experience managing Windows devices using Microsoft Intune and Windows Autopilot, including device provisioning, compliance and configuration management.
• Strong knowledge of endpoint security, Microsoft Defender, VPNs and remote access technologies.
• Experience creating scripts and automation solutions, ideally using Power Shell, to improve service efficiency and reduce manual…