Senior Technical Support Analyst

Ground Control; Essex; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Salary competitive

Pension scheme

Recognition schemes

Private GP service

Life insurance

Subsidised gym membership

Holiday buy scheme

Job summary

Ground Control in the United Kingdom is seeking a Senior Technical Support Analyst to join our Service Desk. You will own complex incidents, guide colleagues and help shape the support function.

This hands-on role covers Microsoft 365, Intune and Autopilot, with a focus on automation, documentation and continuous improvement to deliver an exceptional customer experience.

You will mentor peers, participate in change management and work across stakeholders to keep critical systems available.

Qualifications

• Proven experience in a Senior Technical Support Analyst or equivalent senior role.

Responsibilities

• Act as primary escalation point for Technical Support Analysts.
• Manage and administer Microsoft 365 services (Exchange Online, Teams, SharePoint Online, Entra ID).
• Own the management of Microsoft Intune and Windows Autopilot (device builds, profiles, policies, provisioning).
• Troubleshoot complex technical issues across hardware, software, networking, cloud services.
• Mentor and develop Service Desk colleagues.
• Create and maintain technical documentation and knowledge articles.
• Identify opportunities for automation using PowerShell and other tools.
• Support security and operational resilience activities.
• Participate in change management activities (testing, CAB).
• Build strong relationships with stakeholders and third-party suppliers.

Skills

ITIL v4

Microsoft 365

Intune

Autopilot

PowerShell

Troubleshooting

Mentoring

Communication

Tools

Exchange Online

Teams

SharePoint Online

Entra ID

PowerShell

Windows Autopilot

Job description

Senior Technical Support Analyst

Location: Billericay, Essex (with travel to Ground Control sites as required)
Salary: Competitive
Contract Type: Full Time, Permanent
Typical Hours: 40 hours per week, Monday-Friday, with rota-based onsite support and out-of-hours standby cover

Technology keeps our business moving, and great support keeps our people productive. We're looking for an experienced Senior Technical Support Analyst to join our Service Desk team and play a key role in supporting users, resolving complex technical issues, and helping develop the capability of the wider team.

This is a hands-on technical role for someone who has already worked at Senior Technical Support Analyst level. You'll act as the escalation point for the Service Desk, provide guidance to colleagues, manage core Microsoft technologies including Microsoft 365, Intune and Autopilot, and help drive continuous improvement across our support function.

If you enjoy solving challenging problems, sharing your knowledge with others, and delivering an outstanding support experience, we'd love to hear from you.

What you'll do:

In this role, you'll be a key member of the Service Desk team, owning complex technical issues and ensuring a high standard of support across the business.

• Act as the primary escalation point for Technical Support Analysts, taking ownership of complex incidents and ensuring issues are resolved efficiently and professionally.

• Manage and administer Microsoft 365 services, including Exchange Online, Microsoft Teams, SharePoint Online and Entra ID, ensuring users have reliable access to business-critical systems.

• Own the management of Microsoft Intune and Windows Autopilot, including device builds, configuration profiles, compliance policies, endpoint provisioning and lifecycle management.

• Troubleshoot complex technical issues across applications, endpoints, networking, hardware and cloud services, identifying root causes and implementing long-term solutions.

• Support and mentor members of the Service Desk team, sharing technical knowledge, coaching colleagues and helping to develop capability across the function.

• Create and maintain technical documentation, support processes and knowledge articles, ensuring best practices are captured and shared across the team.

• Identify opportunities for automation and continuous improvement, using PowerShell and other technologies to improve efficiency and reduce manual workloads.

• Support security and operational resilience activities, including Microsoft Defender, VPN technologies and endpoint compliance.

• Participate in change management activities, including testing, CAB discussions and implementation of approved changes.

• Build strong working relationships across the business, working collaboratively with stakeholders, end users and third-party suppliers to deliver an excellent support experience.

What you'll get:

• The opportunity to play a key role within a growing and evolving IT function.

• Exposure to modern Microsoft technologies including Microsoft 365, Intune, Autopilot and cloud-based services.

• The chance to mentor and support colleagues while continuing to develop your own technical expertise.

• Opportunities to drive automation and service improvement initiatives that have a real impact on the business.

• A collaborative and supportive team environment that values knowledge sharing and continuous improvement.

• The ability to influence how technical support services are delivered across the organisation.

What we're looking for:

• Proven experience working as a Senior Technical Support Analyst or equivalent senior technical support role. This role is not suitable for someone looking to take their first step into a senior position.

• ITIL v4 Foundation (or above) is essential.

• Strong experience administering Microsoft 365, including:

  • Exchange Online

  • Microsoft Teams

  • SharePoint Online

  • Entra ID

• Strong experience managing Microsoft Intune and Windows Autopilot, including:

  • Device builds

  • Configuration profiles

  • Compliance policies

  • Device enrolment and provisioning

• Proven experience acting as the technical escalation point within a Service Desk or IT Support environment.

• Demonstrable experience mentoring, coaching and developing technical support teams.

• Experience creating support processes, technical documentation and knowledge base content.

• Strong troubleshooting experience across hardware, software, networking, cloud platforms and endpoint technologies.

• Experience with PowerShell scripting and automation.

• Strong understanding of incident, problem and change management processes.

• Excellent communication skills with the ability to support stakeholders at all levels of the organisation.

• A proactive, solutions-focused approach with a passion for delivering exceptional customer service.

Desirable experience:

• Microsoft Dynamics 365 (D365)

• Power BI

• SQL

• Microsoft certifications (MD-102, AZ-104 or similar)

• CompTIA Network+ or Security+

Benefits:

• Competitive salary – aligned with your skills and experience

• Pension scheme – helping you plan for the future

• Recognition schemes – celebrating and rewarding great work

• Private GP service – fast, convenient access to medical support

• Life insurance – providing added peace of mind

• Subsidised gym membership – supporting your health and wellbeing

• Holiday buy scheme – purchase up to 5 additional days of annual leave

Equal Opportunities Statement

At Ground Control, we are committed to fostering an inclusive and diverse workplace where everyone feels valued, respected, and empowered to thrive. We believe that diversity drives innovation and success, and we welcome applications from individuals of all backgrounds, experiences, and perspectives.

We are proud to be an equal opportunities employer. We do not discriminate on the basis of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race (including colour, nationality, ethnic or national origin), religion or belief, sex, sexual orientation, or any other protected characteristic as defined in the Equality Act 2010.

We actively support and promote an inclusive culture, ensuring fair and equitable treatment throughout the recruitment process and across all stages of employment, including training, development, promotion, pay, and termination. We are committed to providing reasonable adjustments for disabled applicants and employees, and to creating a working environment free from discrimination, harassment, bullying, or victimisation.

We expect all colleagues to uphold our values of dignity, respect, and inclusion. We take a zero-tolerance approach to any form of discriminatory behaviour and are committed to continuous improvement through training, inclusive policies, and accountability at all levels.