2nd Line IT Support Specialist

Ground Control; Billericay; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Pension scheme

Private GP service

Life insurance

Subsidised gym membership

Holiday buy scheme

Recognition schemes

Job summary

Ground Control is seeking a Technical Support Analyst in Billericay to provide 2nd line IT support for a nationwide user base. You will resolve escalated incidents, manage tickets end-to-end, and ensure users have timely updates while helping with onboarding, device provisioning and application troubleshooting.

You’ll gain exposure to Microsoft 365, endpoint management, and business applications within a collaborative IT team that values learning and continuous improvement.

Qualifications

• 2nd Line IT support experience across Windows devices, software, and services.

Responsibilities

• Provide 2nd Line technical support for hardware, software, devices and business applications.
• Investigate and resolve escalated incidents from the Service Desk.
• Take ownership of tickets through to resolution with regular user updates.
• Troubleshoot Microsoft 365, Active Directory and user access.
• Support onboarding and offboarding including account creation and provisioning.
• Install, configure and maintain laptops, desktops, mobile devices and peripherals.
• Assist with endpoint management and device configuration.
• Support business applications and troubleshoot SaaS issues.
• Maintain technical documentation and knowledge articles.
• Identify recurring issues and suggest improvements for service delivery.
• Collaborate with IT colleagues to deliver high-quality support.
• Support IT projects, system upgrades and technology rollouts.

Skills

Troubleshooting

Microsoft 365

Active Directory

ITSM

Customer service

Problem solving

Prioritisation

Willing to learn

Intune

Azure AD

Exchange Online

ITIL

Tools

Microsoft Intune

Azure AD

Exchange Online

ITIL

Job description

Ground Control is seeking a Technical Support Analyst in Billericay to provide 2nd line IT support for a nationwide user base. You will resolve escalated incidents, manage tickets end-to-end, and ensure users have timely updates while helping with onboarding, device provisioning and application troubleshooting.

You’ll gain exposure to Microsoft 365, endpoint management, and business applications within a collaborative IT team that values learning and continuous improvement.