Technical Support Analyst

Ground Control; Billericay; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Pension scheme

Private GP service

Life insurance

Subsidised gym membership

Holiday buy scheme

Recognition schemes

Job summary

Ground Control is seeking a Technical Support Analyst in Billericay to provide 2nd line IT support for a nationwide user base. You will resolve escalated incidents, manage tickets end-to-end, and ensure users have timely updates while helping with onboarding, device provisioning and application troubleshooting.

You’ll gain exposure to Microsoft 365, endpoint management, and business applications within a collaborative IT team that values learning and continuous improvement.

Qualifications

• 2nd Line IT support experience across Windows devices, software, and services.

Responsibilities

• Provide 2nd Line technical support for hardware, software, devices and business applications.
• Investigate and resolve escalated incidents from the Service Desk.
• Take ownership of tickets through to resolution with regular user updates.
• Troubleshoot Microsoft 365, Active Directory and user access.
• Support onboarding and offboarding including account creation and provisioning.
• Install, configure and maintain laptops, desktops, mobile devices and peripherals.
• Assist with endpoint management and device configuration.
• Support business applications and troubleshoot SaaS issues.
• Maintain technical documentation and knowledge articles.
• Identify recurring issues and suggest improvements for service delivery.
• Collaborate with IT colleagues to deliver high-quality support.
• Support IT projects, system upgrades and technology rollouts.

Skills

Troubleshooting

Microsoft 365

Active Directory

ITSM

Customer service

Problem solving

Prioritisation

Willing to learn

Intune

Azure AD

Exchange Online

ITIL

Tools

Microsoft Intune

Azure AD

Exchange Online

ITIL

Job description

Contract Type: Permanent

Working Hours: 40 hours per week, Monday-Friday

Deliver great IT support. Solve problems. Grow your technical skills. At Ground Control, technology plays a key role in supporting our colleagues across the UK. We're looking for a Technical Support Analyst to join our IT team, helping to provide reliable technical support and ensuring our people have the tools they need to work effectively.

Location: Billericay

Salary: Competitive

Contract Type: Permanent

Working Hours: 40 hours per week, Monday-Friday

At Ground Control, technology plays a key role in supporting our colleagues across the UK. We're looking for a Technical Support Analyst to join our IT team, helping to provide reliable technical support and ensuring our people have the tools they need to work effectively.

This role is ideal for someone with previous IT support experience who enjoys troubleshooting technical issues, helping users and developing their technical knowledge. You'll work closely with colleagues across the business, supporting a range of technologies while gaining exposure to Microsoft 365, endpoint management and business applications.

What You’ll Do

As part of our IT team, you'll provide 2nd Line support across the business, helping colleagues resolve technical issues and delivering an excellent support experience.

Your Responsibilities Will Include

• Provide 2nd Line technical support for hardware, software, devices and business applications.
• Investigate and resolve escalated incidents from the Service Desk.
• Take ownership of support tickets through to resolution, ensuring users receive regular updates.
• Troubleshoot issues relating to Microsoft 365, Active Directory and user access.
• Support user onboarding and offboarding activities, including account creation and equipment provisioning.
• Install, configure and maintain laptops, desktops, mobile devices and peripherals.
• Assist with endpoint management and device configuration activities.
• Support business applications and help users troubleshoot application-related issues.
• Contribute to maintaining accurate technical documentation and knowledge articles.
• Identify recurring issues and suggest improvements that enhance service delivery.
• Work collaboratively with colleagues across IT to deliver a high-quality support service.
• Support IT projects, system upgrades and technology rollouts where required.

What You’ll Get

• A varied role supporting colleagues across a nationwide business.
• Exposure to Microsoft 365, endpoint management and modern workplace technologies.
• Opportunities to develop your technical skills and broaden your IT experience.
• Experience working on a diverse range of technical issues and support activities.
• A supportive team environment that encourages learning and development.
• Opportunities to contribute to projects and continuous improvement initiatives.
• A competitive benefits package.

What we're looking for

• Previous experience in an IT Support, Service Desk or 2nd Line Support role.
• Strong troubleshooting skills across Windows devices, hardware and software.
• Experience supporting Microsoft 365 applications and services.
• Experience working with Active Directory and user account administration.
• Experience managing and resolving support tickets within an ITSM system.
• Excellent customer service and communication skills.
• Strong problem-solving abilities and a proactive approach to resolving issues.
• Ability to prioritise workload and manage multiple tasks effectively.
• A willingness to learn new technologies and develop technical skills.

Desirable

• Exposure to Microsoft Intune or endpoint management tools.
• Experience supporting Exchange Online environments.
• Knowledge of Entra ID (Azure AD).
• Understanding of ITIL principles or IT Service Management practices.
• Experience supporting business applications or SaaS platforms.
• ITIL Foundation, Microsoft or other relevant certifications.

If you're looking to develop your career within a supportive IT team and enjoy helping people solve technical issues, we'd love to hear from you.

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. #CFIT