Job Description

Senior Technical Support Analyst

Location: Billericay / Hybrid

Salary: Competitive

Contract Type: Permanent

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

Solve complex problems. Drive improvement. Become the technical escalation point that keeps the business moving.

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.

What you'll do:

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 ID, 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 PowerShell, 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.

What you'll get:

• 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.

What we're looking for:

• 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 ID.
• 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 PowerShell, to improve service efficiency and reduce manual workload.
• A proactive and solutions-focused mindset, with the ability to investigate root causes and drive continuous improvement.
• Strong communication skills with experience engaging technical and non-technical stakeholders at all levels of an organisation.
• Knowledge of ITIL or other IT Service Management frameworks, with experience supporting change management and problem management processes.
• Relevant Microsoft, CompTIA or ITIL certifications would be advantageous.

If you're looking for a role where you can combine technical expertise, ownership and continuous improvement while making a genuine impact across a growing business, we'd love to hear from you.

Benefits:

• Competitive salary – aligned with your skills and experience
• Pension scheme – helping you plan for the future
• Recognition schemes – celebrating and rewarding great work
• Private GP service – fast, convenient access to medical support
• Life insurance – providing added peace of mind
• Subsidised gym membership – supporting your health and wellbeing
• Holiday buy scheme – purchase up to 5 additional days of annual leave

Equal Opportunities Statement

At Ground Control, we are committed to fostering an inclusive and diverse workplace where everyone feels valued, respected, and empowered to thrive. We believe that diversity drives innovation and success, and we welcome applications from individuals of all backgrounds, experiences, and perspectives.

We are proud to be an equal opportunities employer. We do not discriminate on the basis of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race (including colour, nationality, ethnic or national origin), religion or belief, sex, sexual orientation, or any other protected characteristic as defined in the Equality Act 2010.

We actively support and promote an inclusive culture, ensuring fair and equitable treatment throughout the recruitment process and across all stages of employment, including training, development, promotion, pay, and termination. We are committed to providing reasonable adjustments for disabled applicants and employees, and to creating a working environment free from discrimination, harassment, bullying, or victimisation.

We expect all colleagues to uphold our values of dignity, respect, and inclusion. We take a zero-tolerance approach to any form of discriminatory behaviour and are committed to continuous improvement through training, inclusive policies, and accountability at all levels. #CFIT

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