2nd Line IT Support Specialist | Windows & 365

UKund Control; United Kingdom; Remote; GBP 35,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

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 to join our IT team in the UK, providing 2nd Line support across a nationwide business. You’ll resolve technical issues, support Microsoft 365, Active Directory, and user access while helping with onboarding and device provisioning.

You will troubleshoot across Windows devices, hardware and software, document solutions, and contribute to continuous improvement. A strong customer service focus and eagerness to learn are essential.

Qualifications

• Previous IT Support, Service Desk or 2nd Line Support role.
• Strong troubleshooting skills across Windows devices, hardware and software.
• Experience supporting Microsoft 365 applications and services.
• Experience working with Active Directory and user account administration.
• Experience managing and resolving support tickets within an ITSM system.
• Excellent customer service and communication skills.
• Strong problem-solving abilities and a proactive approach to resolving issues.
• Ability to prioritise workload and manage multiple tasks effectively.
• A willingness to learn new technologies and develop technical skills.

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 support tickets through to resolution, ensuring users receive regular updates.
• Troubleshoot issues relating to Microsoft 365, Active Directory and user access.
• Support user onboarding and offboarding activities, including account creation and equipment provisioning.
• Install, configure and maintain laptops, desktops, mobile devices and peripherals.
• Assist with endpoint management and device configuration activities.
• Support business applications and help users troubleshoot application-related issues.
• Contribute to maintaining accurate technical documentation and knowledge articles.
• Identify recurring issues and suggest improvements that enhance service delivery.
• Work collaboratively with colleagues across IT to deliver a high-quality support service.
• Support IT projects, system upgrades and technology rollouts where required.

Skills

Windows troubleshooting

Microsoft 365

Active Directory

ITSM tickets

Customer service

Problem solving

Prioritisation

Willing to learn

Job description

Ground Control is seeking a Technical Support Analyst to join our IT team in the UK, providing 2nd Line support across a nationwide business. You’ll resolve technical issues, support Microsoft 365, Active Directory, and user access while helping with onboarding and device provisioning.

You will troubleshoot across Windows devices, hardware and software, document solutions, and contribute to continuous improvement. A strong customer service focus and eagerness to learn are essential.