Senior IT Support Analyst

Description

Role: Senior IT Support Analyst

Location: Marlborough (Office-based)

Salary: Up to £35,000 DOE + Bonus

Are you an experienced 2nd/3rd Line Engineer looking for a role where you can take ownership, handle complex issues, and be the go-to technical expert?

I’m working with a fast-growing MSP in Marlborough that delivers high-quality, relationship-driven IT support to a loyal client base across a range of industries. Due to ongoing growth, they’re now looking to hire a Senior IT Support Analyst to strengthen their service desk. This is an ideal opportunity for someone who wants variety, responsibility, and real influence in a business where your expertise will make a direct impact.

The Role

As a Senior IT Support Analyst, you’ll act as a key escalation point for 2nd/3rd line support issues while also providing hands-on troubleshooting across a wide variety of technologies.

You’ll work closely with the Managing Director on technical direction, assist in refining support processes, and help mentor junior engineers.

Key Responsibilities

Act as an escalation point for complex 2nd/3rd line support issues

Troubleshoot desktops, servers, networks, cloud platforms, and telephony

Support Microsoft 365, Exchange, SharePoint and basic Azure admin

Configure and maintain Windows and macOS systems

Manage routers, firewalls, VPNs, and wireless networks

Assist with installations, configurations, and upgrades

Contribute to improving documentation, SOPs, and service processes

Provide guidance and informal mentoring to junior colleagues

What You’ll Bring

Solid background in 2nd/3rd line IT support, ideally in an MSP or multi-client environment

Excellent troubleshooting skills across Windows, macOS, networking, and cloud services

Strong knowledge of Microsoft 365 (Exchange, Teams, SharePoint, Admin portals) and Azure admin basics

Good understanding of networking concepts (DNS, DHCP, VLANs, VPNs, routers, firewalls – Draytek/Ubiquiti experience a plus)

Exposure to VoIP systems (Yeastar, Horizon or similar)

Experience with RMM and ticketing systems (HaloPSA, Datto RMM or similar)

Desirable (Not Essential):

Certifications (CompTIA, Microsoft, ITIL Foundation)

Wordpress management experience

Previous experience in a small business or MSP setting

What’s on Offer

Competitive salary up to £35,000 DOE

Annual performance bonus

Pension scheme

On-site parking

Direct mentorship from the Managing Director

The chance to take ownership and work on a wide variety of technologies

Ad ID: 5417197885