Senior IT Support Analyst

Kinetech Recruitment Ltd; Essex; Hybrid; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Training budget

Certifications support

Job summary

Kinetech Recruitment Ltd is recruiting a hands-on Senior Technical Support Analyst for an in-house IT function in Essex. The role blends practical escalation work with helping develop engineers and collaborating with Infrastructure to strengthen the team.

You'll work hybrid: four days in the office with one day from home, tackling Microsoft 365, Intune, Autopilot, PowerShell automation, and broader networking issues, plus documentation and knowledge sharing.

Qualifications

• Experience in senior support or 3rd-line escalation.
• Own complex issues through to resolution and mentor others.
• Translate technical solutions into clear docs.

Responsibilities

• Lead on complex support issues and guide junior engineers.
• Develop processes, automate repetitive tasks and improve tech usage.
• Document changes and share knowledge across the team.

Skills

Senior support

3rd-line escalation

Mentoring engineers

Issue ownership

Technical documentation

Tools

Microsoft 365

Intune

Autopilot

PowerShell

Networking (VPN, Wi-Fi, DNS, DHCP)

Job description

Senior Technical Support Analyst / 3rd Line

Essex Hybrid - 4 days in Office / 1 from home

We're looking for a hands-on Senior Technical Support Analyst to join a growing in-house IT Support Function. You'll take the lead on complex support issues, help develop less experienced engineers and work closely with Infrastructure to make the whole support function stronger.

This is not a purely ticket-driven role. Alongside day-to-day technical escalation, you'll get involved in improving processes, automating repetitive work and shaping how the team uses new technology.

You’ll be working with:

• Microsoft 365: Exchange Online, Teams, SharePoint and Entra ID
• Intune and Autopilot for endpoint management and device provisioning
• PowerShell and automation tools to remove manual effort
• Networking troubleshooting across VPN, Wi-Fi, DNS, DHCP and connectivity
• Change activity, technical documentation and knowledge sharing

We’d like to hear from you if you:

• Already work in a senior support, 3rd-line or technical escalation role
• Enjoy solving complex issues and taking ownership through to resolution
• Like supporting and mentoring other engineers
• Have solid Microsoft 365, Intune and Autopilot experience
• Can turn technical solutions into clear documentation
• Are curious about automation and AI, and how they can improve IT support

In return, you'll join a collaborative team where you can build your technical breadth, influence how things are done and access a strong training budget and support for certifications.