Senior Support Analyst

Kinetech Recruitment Ltd; Essex; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Training budget

Certifications support

Automation/AI initiative involvement

Job summary

Kinetech Recruitment Ltd invites applications for a Senior Technical Support Analyst (3rd Line) based at Brentwood, office-based four days a week. You will bridge the Service Desk and Infrastructure, leading complex incidents while hands-on with Microsoft 365, Intune, Autopilot and endpoint management.

You’ll mentor junior analysts, contribute to governance via CABs and drive continuous improvement through documentation and automation initiatives.

Qualifications

• Senior-level escalation point with ownership of complex incidents.
• Mentor and coach junior analysts to raise the team capability.
• Microsoft 365 admin in an enterprise environment.
• Intune and Windows Autopilot administration.
• Incident Management and Change Management participation.
• PowerShell scripting and support automation.
• Confluence-based documentation and knowledge management.
• Basic networking (DNS/DHCP/VPN/Wi‑Fi) troubleshooting.
• Willingness to explore automation and AI to streamline tasks.

Responsibilities

• Act as the senior technical escalation point for complex issues.
• Mentor and coach Technical Support Analysts to develop the team.
• Own complex incidents and provide technical leadership.
• Participate in CABs and drive service improvements.
• Administer Microsoft 365, Exchange Online, Teams, SharePoint, Entra ID.
• Manage Windows endpoints with Intune and Autopilot.
• Create and maintain technical docs in Confluence.
• Identify opportunities to automate repetitive tasks with PowerShell.
• Support AI adoption to improve service delivery with human oversight.
• Collaborate with Infrastructure to troubleshoot networking before escalation.
• Balance BAU support with project delivery and improvements.

Skills

Senior IT support

Mentoring

Microsoft 365 administration

Intune administration

Autopilot administration

PowerShell scripting

Documentation (Confluence)

Automation & AI awareness

Networking basics

Tools

Jira

Confluence

Microsoft Intune

Windows Autopilot

PowerShell

Job description

Senior Technical Support Analyst / 3rd Line

Brentwood Office-based (4 days per week)

Are you already the technical escalation point within your IT Support team? Do you enjoy solving complex technical issues, mentoring colleagues and driving service improvements?

We're recruiting for a Senior Technical Support Analyst to join a growing internal IT team, acting as the bridge between the Service Desk and Infrastructure functions. 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.

The Role

You'll provide technical leadership for complex incidents, support and coach junior analysts, and remain hands-on across Microsoft 365, Intune, Autopilot and endpoint management. Alongside BAU support, you'll contribute to projects, change initiatives, technical documentation and automation, helping improve the efficiency and capability of the wider IT team.

You'll also play a key role in developing the team's knowledge base, documenting complex issues and solutions within Confluence to improve consistency, support future automation and strengthen long-term service delivery.

Key Responsibilities

• 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

About You

This role is suited to someone who is already operating in a Senior Technical Support position, rather than looking for their first step into a senior role. You'll be confident taking ownership of technical challenges, influencing best practice and supporting colleagues' development.

You'll ideally bring experience of:

• Previous experience as a Senior Technical Support Analyst, Senior Service Desk Engineer or similar
• Acting as the technical escalation point within an IT Support function
• Mentoring, coaching and developing junior engineers
• Microsoft 365 administration in an enterprise environment
• Microsoft Intune and Windows Autopilot administration, including backend policy configuration and endpoint provisioning
• Incident Management and Change Management, including participation in Change Advisory Boards
• PowerShell scripting and support automation
• Producing clear technical documentation and maintaining knowledge bases such as Confluence
• Basic networking troubleshooting across DNS, DHCP, VPN, Wi‑Fi and connectivity issues
• Working successfully within fast‑paced environments where priorities regularly change

You'll also have a proactive mindset and be keen to explore automation and AI to streamline repetitive tasks, improve service quality and create more time for higher‑value technical work.

Desirable

• ITIL v4 certification
• CompTIA qualifications
• Microsoft certifications such as AZ-104, MCSE or MCSA
• Experience with Jira, Confluence or similar collaboration platforms

What's On Offer

This is an excellent opportunity to join a collaborative IT team where you'll work across both Service Desk and Infrastructure, gaining broad technical exposure while continuing to develop your career.

The business invests heavily in its people, offering an excellent training budget, support towards professional certifications and the opportunity to shape how automation and AI are adopted across the IT function.