Senior IT Support Analyst - Lead, Automate & Mentor

Kinetech; Essex; Vor Ort; GBP 45.000 - 65.000; Vollzeit

Zusammenfassung

Kinetech in Essex is seeking a Senior Technical Support Analyst to lead on complex incidents, mentor the team, and bridge the gap between the Service Desk and Infrastructure. This is a genuine senior position for someone who has already operated as a technical escalation point, combining hands-on Microsoft technologies with mentoring, change management and continuous improvement.

You’ll provide technical leadership for complex incidents, support and coach junior analysts, and remain hands-on

Qualifikationen

• Experience as Senior Technical Support Analyst or similar.
• Acting as the technical escalation point within an IT Support function.
• Mentoring, coaching and developing junior engineers.
• Proficiency with Microsoft 365 administration in an enterprise environment.
• Experience with Intune and Windows Autopilot administration.
• Familiarity with incident and change management processes.

Aufgaben

• Act as the senior technical escalation point for complex support issues
• Mentor and coach Technical Support Analysts, helping to develop the wider team
• Take ownership of complex incidents and provide technical leadership when required
• Participate in Change Advisory Boards (CAB) and contribute to service improvements and change implementation
• Administer Microsoft 365 technologies including Exchange Online, Teams, SharePoint and Entra ID
• Manage Windows endpoints using Microsoft Intune and Windows Autopilot, including policies, compliance and best practice configuration
• Produce and maintain high-quality technical documentation and knowledge articles within Confluence
• Identify opportunities to automate repetitive support activities using PowerShell and modern automation tools
• Support the adoption of AI to improve service delivery, always ensuring appropriate human oversight
• Work alongside Infrastructure teams to diagnose and troubleshoot networking issues before escalation
• Support a combination of BAU support, project delivery and continual improvement initiatives

Kenntnisse

Mentoring

PowerShell scripting

Incident management

Change management

Automation

Documentation

Microsoft 365 administration

Microsoft Intune administration

Windows Autopilot administration

Networking basics

Ausbildung

ITIL v4 certification

Microsoft AZ-104 / MCSE / MCSA certifications

Tools

Jira

Confluence

Microsoft Intune

Windows Autopilot

Exchange Online

Teams

SharePoint

Entra ID

PowerShell

Jobbeschreibung

Kinetech in Essex is seeking a Senior Technical Support Analyst to lead on complex incidents, mentor the team, and bridge the gap between the Service Desk and Infrastructure. This is a genuine senior position for someone who has already operated as a technical escalation point, combining hands-on Microsoft technologies with mentoring, change management and continuous improvement.

You’ll provide technical leadership for complex incidents, support and coach junior analysts, and remain hands-on