At a Glance
- Tasks: Resolve complex technical issues and lead knowledge initiatives in a dynamic support environment.
- Company: Join ROCK, a forward-thinking tech company focused on support excellence.
- Benefits: Competitive salary, professional development, and a collaborative work culture.
- Other info: Opportunity for career growth in a fast-paced, innovative environment.
- Why this job: Make a real impact by solving high-stakes technical challenges and mentoring others.
- Qualifications: Extensive technical support experience and strong problem-solving skills required.
The predicted salary is between 38250 - 46750 £ per year.
Are you a seasoned IT professional who thrives on solving complex technical issues, leading knowledge initiatives, and influencing support excellence across the service desk? ROCK is seeking a Senior Advanced Support Analyst to take ownership of our most challenging support escalations and play a pivotal role in the development of technical documentation and best practices. This role is not only focused on deep technical resolution but also on driving operational maturity through knowledge sharing and incident leadership. You’ll serve as a key escalation point within the Advanced Support Team (AST), managing high-impact incidents while also acting as a technical liaison for key clients when required.
What you will be doing:
- Resolve Escalated Complex Issues: Handle the most advanced technical issues escalated from the AST and other support tiers.
- Act as a Technical Escalation Lead: Provide mentorship and support to Advanced Support Analysts on challenging tickets and investigations.
- Manage Major Incidents (MIM): Take ownership of P1 and critical incidents (MIM), coordinating resolution efforts and communicating effectively with stakeholders.
- Serve as a Technical Point of Contact: Support key clients as a trusted technical advisor, ensuring high levels of service delivery and issue resolution.
- Contribute to Continuous Improvement: Identify technical gaps and propose enhancements in processes, tooling, or client configurations.
- Champion Documentation Standards: Set the standard for technical documentation, ensuring consistency, accuracy, and accessibility for all support staff.
Your Impact in Action:
- Expert Resolver: Address the highest complexity issues with a deep focus on root cause and long-term remediation.
- Incident Commander: Guide the response and resolution of high-priority incidents.
- Client Advisor: Serve as a technical contact for key client escalations when assigned.
What you need to succeed:
- Extensive experience in technical support roles, ideally within an MSP or enterprise IT environment.
- Demonstrated ability to resolve high-complexity issues independently.
- Strong knowledge across multiple technical domains: networking, server infrastructure, cloud services, endpoint management, and security fundamentals.
- Experience leading incident management and executing IT change control processes.
- Excellent documentation, communication, and stakeholder management skills.
- Proactive and process-driven, with a strong sense of ownership and accountability.
- Relevant certifications (e.g., CompTIA Network+/Security+, Microsoft Associate/Expert, ITIL Foundation or Practitioner).
- Experience managing or contributing to structured knowledge management systems.
- Exposure to client-facing technical roles or service delivery management.
- Familiarity with PSA, RMM, and ITSM tools.
If this sounds like you and you would excel, please apply directly through the link or reach out to Jack with any queries. Harrow, England, United Kingdom
Senior Support Analyst employer: ROCK
Join a dynamic team where your skills as an electrician will be valued and rewarded. We offer competitive daily rates, a supportive work culture that prioritises safety and collaboration, and ample opportunities for professional growth in the thriving domestic electrical sector. Working with us means being part of a community that appreciates your expertise and invests in your future.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Support Analyst
✨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 ROCK 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 ROCK 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 ROCK!
✨Direct Apply to ROCK
Let's not forget to apply directly through the ROCK 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 Support Analyst
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 ROCK.
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 ROCK. 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 ROCK
✨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.
