Senior Technical Support Analyst

Description

Were looking for a Senior Technical Support Analyst to join our Online Credit & Payments team based from the NEXT Head Office in Leicestershire!

The Role:

As a Senior Technical Support Analyst youll play a pivotal role in keeping NEXTs core IT systems running smoothly and efficiently. Acting as a trusted expert youll tackle complex technical issues collaborate directly with internal teams and third-party partners and keep key stakeholders informed every step of the way.

You wont just react to problemsyoull look ahead to prevent them improving our processes and sharing your knowledge to help the wider team grow. Whether youre guiding junior colleagues or supporting major business events NEXT will provide you with the resources and environment you need to perform at your best.

What Youll Take On:

• Take ownership of complex technical incidents from first report to resolution getting to the true root cause to prevent recurring issues.
• Work alongside internal user groups cross-functional IT teams and external vendors to coordinate seamless troubleshooting and keep everyone up to date.
• Perform routine system monitoring health checks and essential daily administrative tasks to maintain overall operational stability.
• Mentor and upskill junior analysts through daily guidance technical training and supportive peer reviews.
• Create clear high-quality technical documentation and troubleshooting guides for the teams knowledge base.
• Spot opportunities to streamline existing support workflows proposing practical solutions that enhance the overall user experience.
• Handle sensitive or escalated issues with empathy and professionalism ensuring positive outcomes even during busy periods.

What Youll Bring:

• A logical analytical approach to problem-solving and a genuine drive to learn and adapt.
• Strong organisation and time-management skills with the ability to prioritise busy workloads and stay calm under pressure.
• Great communication skills enabling you to translate technical detail clearly for both technical and non-technical stakeholders.
• Proven experience with Active Directory system log analysis monitoring platforms (such as Grafana Dynatrace or ELK) and Service Now.
• A collaborative mindset and a passion for supporting others helping junior team members build their skills and confidence.
• Familiarity with change and problem management processes alongside a solid commitment to information security standards. (Scripting skills in Power Shell or Batch files are a great bonus!)

If you have the technical expertise and a collaborative mindset to strengthen the systems our colleagues rely on we would love to see your application.

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Required Experience:

Senior IC