Senior Technical Support Analyst / 3rd Line

Salary: £35,000 - 35,000 per year

Requirements:

• Previous experience as a Senior Technical Support Analyst, Senior Service Desk Engineer or similar
• Experience acting as the technical escalation point within an IT Support function
• Experience mentoring, coaching and developing junior engineers
• Microsoft 365 administration experience in an enterprise environment
• Microsoft Intune and Windows Autopilot administration experience, including backend policy configuration and endpoint provisioning
• Experience with Incident Management and Change Management, including participation in Change Advisory Boards
• PowerShell scripting and support automation experience
• Experience producing clear technical documentation and maintaining knowledge bases such as Confluence
• Basic networking troubleshooting experience across DNS, DHCP, VPN, Wi-Fi and connectivity issues
• Experience working successfully within fast-paced environments where priorities regularly change
• A proactive mindset and interest in automation and AI to streamline repetitive tasks and improve service quality
• ITIL v4 certification desirable
• CompTIA qualifications desirable
• Microsoft certifications such as AZ-104, MCSE or MCSA desirable
• Experience with Jira, Confluence or similar collaboration platforms desirable

Responsibilities:

• Act as the senior technical escalation point for complex support issues
• Mentor and coach Technical Support Analysts to help develop the wider team
• Take ownership of complex incidents and provide technical leadership when required
• Participate in Change Advisory Boards and contribute to service improvements and change implementation
• Administer Microsoft 365 technologies including Exchange Online, Teams, SharePoint and Entra ID
• 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 PowerShell and modern automation tools
• Support the adoption of AI to improve service delivery while 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

Technologies:

• AI
• Backend
• Confluence
• Incident Management
• Support
• ITIL
• JIRA
• Microsoft 365
• Microsoft Intune
• PowerShell
• SharePoint
• VPN
• Windows
• Office 365

More:

We are recruiting for a Senior Technical Support Analyst to join our growing internal IT team in Brentwood. This is an office-based role, with 4 days per week in the office, offering a salary of up to £36,000 plus excellent benefits. You will act as the bridge between our Service Desk and Infrastructure functions, working across both teams and gaining broad technical exposure. We invest heavily in our people, offering an excellent training budget, support towards professional certifications and the opportunity to help shape how automation and AI are adopted across our IT function. We are looking for someone who is already operating in a senior technical support position and is ready to make an immediate impact.

last updated 34 week of 2026