Senior Technical Support Analyst / 3rd Line

Kinetech; Brentwood; On-site; GBP 32,000 - 40,000; Full time

Benefits offered by this job

Training budget

Certification support

Career development opportunities

Hybrid work environment

Job summary

Kinetech in Brentwood is seeking a Senior Technical Support Analyst to act as the senior escalation point within the IT Support team. You will lead complex incidents, mentor junior analysts, and stay hands-on across Microsoft 365, Intune, Autopilot and endpoint management.

Join a fast-paced environment delivering BAU support, project delivery and continuous improvement, while developing knowledge bases in Confluence and contributing to automation initiatives with PowerShell and AI-enabled

Qualifications

• Senior Technical Support experience
• Technical escalation point within IT Support
• Experience with Microsoft 365 administration in enterprise
• Experience with Intune and Windows Autopilot administration
• Incident and Change Management experience
• PowerShell scripting and automation
• Documentation of complex issues in Confluence

Responsibilities

• Act as the senior technical escalation point for complex support issues
• Mentor and coach Technical Support Analysts
• Own complex incidents and provide technical leadership
• Participate in CABs and contribute to service improvements
• Administer Microsoft 365 technologies (Exchange Online, Teams, SharePoint, Entra ID)
• Manage Windows endpoints with Intune and Autopilot
• Create and maintain technical documentation in Confluence
• Identify opportunities to automate repetitive tasks with PowerShell
• Support adoption of AI to improve service delivery
• Collaborate with Infrastructure to diagnose networking issues

Skills

Senior escalation point

Microsoft 365 administration

Intune administration

Windows Autopilot

PowerShell scripting

Change Management

Confluence documentation

Automation mindset

Education

ITIL v4 certification

Microsoft AZ-104

MCSE / MCSA

Tools

Jira

Confluence

Job description

Senior Technical Support Analyst / 3rd Line

Brentwood | Office-based (4 days per week) | Salary to £36,000 + Excellent Benefits

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.

• ITIL v4 certification
• 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.