At a Glance
- Tasks: Lead complex technical support, mentor junior analysts, and drive service improvements.
- Company: Join a dynamic IT team in a growing company with a collaborative culture.
- Benefits: Salary up to £36,000, excellent benefits, training budget, and professional development support.
- Other info: Opportunity for career growth and exposure to automation and AI technologies.
- Why this job: Make a real impact by solving complex issues and shaping the future of IT support.
- Qualifications: Experience in senior technical support, Microsoft 365, and mentoring skills required.
The predicted salary is between 49500 - 60500 £ per year.
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.
Senior Technical Support Analyst / 3rd Line in Brentwood employer: Kinetech
Kinetech is an exceptional employer, offering a dynamic work environment where innovation and collaboration thrive. As a Dynamics 365 Finance Technical Consultant, you'll have the opportunity to lead transformative projects while working closely with finance stakeholders in the vibrant setting of Central/East London. With a strong focus on employee growth, competitive benefits, and a culture that values expertise and initiative, Kinetech is committed to supporting your professional journey in a meaningful way.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Technical Support Analyst / 3rd Line in Brentwood
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Kinetech values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Kinetech might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Kinetech!
✨Direct Apply to Kinetech
Let's not forget to apply directly through the Kinetech website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Senior Technical Support Analyst / 3rd Line in Brentwood
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Kinetech.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Kinetech. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Kinetech
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
