Senior Technical Support Analyst​/3rd Line

Senior Technical Support Analyst / 3rd Line

Essex | Office-based (4 days per week)

Are you already the technical escalation point within your IT Support team? Do you enjoy solving complex technical issues, mentoring colleagues and driving service improvements?

We're recruiting for a Senior Technical Support Analyst to join a growing internal IT team, acting as the bridge between the Service Desk and Infrastructure functions. This is a genuine senior position for someone who has already operated as a technical escalation point, combining hands-on Microsoft technologies with mentoring, change management and continuous improvement.

You'll provide technical leadership for complex incidents, support and coach junior analysts, and remain hands-on across Microsoft 365, Intune, Autopilot and endpoint management. Alongside BAU support, you'll contribute to projects, change initiatives, technical documentation and automation, helping improve the efficiency and capability of the wider IT team.

You’ll also play a key role in developing the team's knowledge base, documenting complex issues and solutions within Confluence to improve consistency, support future automation and strengthen long-term service delivery.

• Act as the senior technical escalation point for complex support issues
• Mentor and coach Technical Support Analysts, helping to develop the wider team
• Take ownership of complex incidents and provide technical leadership when required
• Participate in Change Advisory Boards (CAB) and contribute to service improvements and change implementation
• Administer Microsoft 365 technologies including Exchange Online, Teams, SharePoint and Entra
• Manage Windows endpoints using Microsoft Intune and Windows Autopilot, including policies, compliance and best practice configuration
• Produce and maintain high-quality technical documentation and knowledge articles within Confluence
• Identify opportunities to automate repetitive support activities using Power Shell and modern automation tools
• Support the adoption of AI to improve service delivery, always ensuring appropriate human oversight
• Work alongside Infrastructure teams to diagnose and troubleshoot networking issues before escalation
• Support a combination of BAU support, project delivery and continual improvement initiatives

This role is suited to someone who is already operating in a Senior Technical Support position
, rather than looking for their first step into a senior role. You'll be confident taking ownership of technical challenges, influencing best practice and supporting colleagues' development.

• Previous experience as a Senior Technical Support Analyst, Senior Service Desk Engineer or similar
• Acting as the technical escalation point within an IT Support function
• Mentoring, coaching and developing junior engineers
• Microsoft 365 administration in an enterprise environment
• Microsoft Intune and Windows Autopilot administration, including backend policy configuration and endpoint provisioning
• Incident Management and Change Management, including participation in Change Advisory Boards
• Power Shell scripting and support automation
• Producing clear technical documentation and maintaining knowledge bases such as Confluence
• Basic networking troubleshooting across DNS, DHCP, VPN, Wi-Fi and connectivity issues
• Working successfully within fast-paced environments where priorities regularly change

You’ll also have a proactive mindset and be keen to explore automation and AI to streamline repetitive tasks, improve service quality and create more time for higher-value technical work.

• ITIL v4 certification
• Microsoft certifications such as AZ-104, MCSE or MCSA
• Experience with Jira, Confluence or similar collaboration platforms

This is an excellent opportunity to join a collaborative IT team where you’ll work across both Service Desk and Infrastructure, gaining broad technical exposure while continuing to develop your career.

The business invests heavily in its people, offering an excellent training budget, support towards professional certifications and the opportunity to shape how automation and AI are adopted across the IT function.