Senior IT Support Engineer - 3rd Line & Automation

UKund Control; Billericay; Hybrid; GBP 55,000 - 70,000; Full time

Benefits offered by this job

Competitive salary

Pension scheme

Recognition schemes

Private GP service

Life insurance

Subsidised gym membership

Holiday buy scheme

Job summary

Ground Control in Billericay is seeking a Senior Technical Support Analyst to join our growing IT function and operate at true 3rd line level. You will own complex incidents from investigation to resolution, and mentor colleagues while shaping how Microsoft 365, endpoint and automation capabilities are delivered.

This role offers hybrid working, a competitive salary, and the chance to influence security, automation and service performance across the business.

Qualifications

• Proven experience operating in a senior IT support/3rd line role.
• Strong troubleshooting across applications, hardware, networking and Microsoft technologies.
• Hands-on Microsoft 365 administration experience including Exchange Online, Teams, SharePoint and Entra ID.
• Experience managing Windows devices using Intune and Windows Autopilot, including device provisioning and configuration management.
• Knowledge of endpoint security, Microsoft Defender, VPNs and remote access.
• Experience creating scripts and automation solutions, ideally using PowerShell.
• Proactive, problem-solving mindset with ability to drive continuous improvement.
• Strong communication with stakeholders at all levels; ITIL/change management experience.
• Relevant certifications (Microsoft, CompTIA or ITIL) would be advantageous.

Responsibilities

• Take ownership of complex technical incidents across apps, devices, networks and cloud services.
• Act as the senior escalation point for Service Desk Analysts.
• Manage and optimise Microsoft 365 services including Exchange Online, Teams, SharePoint and Entra ID.
• Drive improvements across endpoint management with Intune and Windows Autopilot.
• Identify recurring issues and implement long-term solutions to reduce incidents.
• Develop automation and scripting solutions using PowerShell.
• Support security and operational resilience with MFA and secure access.
• Collaborate with stakeholders to deliver changes, improvements and new technologies.

Skills

Senior IT support

Troubleshooting

Communication skills

Problem solving

Proactive mindset

Education

ITIL Certification

CompTIA Certification

Microsoft Certification

Tools

Microsoft 365 administration

Exchange Online

Teams

SharePoint

Entra ID

Microsoft Intune

Windows Autopilot

PowerShell scripting

Job description

Ground Control in Billericay is seeking a Senior Technical Support Analyst to join our growing IT function and operate at true 3rd line level. You will own complex incidents from investigation to resolution, and mentor colleagues while shaping how Microsoft 365, endpoint and automation capabilities are delivered.

This role offers hybrid working, a competitive salary, and the chance to influence security, automation and service performance across the business.