Senior Advanced Support Analyst — Incident Leader & Advisor

ROCK; United Kingdom; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading IT services company in the United Kingdom is looking for a Senior Advanced Support Analyst to manage complex technical issues, mentor team analysts, and support key clients. You will resolve high-impact incidents, drive operational maturity, and contribute to technical documentation standards. Candidates should have a strong IT background, excellent communication skills, and relevant certifications. This role is critical for ensuring service excellence and operational improvements.

Qualifications

• Extensive experience in technical support roles, ideally within an MSP or enterprise IT environment.
• Demonstrated ability to resolve high-complexity issues independently.
• Strong knowledge across multiple technical domains.

Responsibilities

• Handle the most advanced technical issues escalated from the AST.
• Provide mentorship to Advanced Support Analysts on challenging tickets.
• Take ownership of P1 and critical incidents, coordinating resolution efforts.

Skills

Technical support experience

Networking knowledge

Cloud services

Endpoint management

Security fundamentals

Communication skills

Stakeholder management

Education

CompTIA Network+/Security+ certifications

Microsoft Associate/Expert certifications

ITIL Foundation or Practitioner

Tools

PSA tools

RMM tools

ITSM tools

Job description

A leading IT services company in the United Kingdom is looking for a Senior Advanced Support Analyst to manage complex technical issues, mentor team analysts, and support key clients. You will resolve high-impact incidents, drive operational maturity, and contribute to technical documentation standards. Candidates should have a strong IT background, excellent communication skills, and relevant certifications. This role is critical for ensuring service excellence and operational improvements.