At a Glance
- Tasks: Resolve complex technical issues and lead knowledge initiatives in a dynamic support environment.
- Company: Join ROCK, a forward-thinking company focused on support excellence.
- Benefits: Competitive salary, professional development, and a collaborative team 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 45000 - 55000 £ 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
ROCK is an exceptional employer that fosters a collaborative and innovative work culture, where seasoned IT professionals can thrive. Located in Harrow, England, we offer extensive employee growth opportunities through mentorship and continuous improvement initiatives, alongside competitive benefits that support work-life balance. Join us to make a meaningful impact while working with cutting-edge technology and a dedicated team focused on excellence in service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Support Analyst
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work at companies you're interested in. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common technical questions and scenarios related to complex issue resolution. We recommend setting up mock interviews with friends or using online platforms to get comfortable with articulating your thought process.
✨Tip Number 3
Showcase your expertise! Create a portfolio or a blog where you share insights on technical challenges you've tackled. This not only demonstrates your knowledge but also highlights your commitment to continuous improvement.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team at ROCK.
We think you need these skills to ace Senior Support Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Senior Support Analyst. Highlight your experience with complex technical issues and any relevant certifications. We want to see how your skills align with what we're looking for!
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled high-complexity issues in the past. We love seeing real-life scenarios where you've made a difference, especially in an MSP or enterprise IT environment.
Emphasise Documentation Experience:Since documentation is key for this role, mention any experience you have in creating or maintaining technical documentation. We value consistency and accuracy, so show us how you've contributed to that in previous roles.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at ROCK
✨Know Your Technical Stuff
Make sure you brush up on your technical knowledge across networking, server infrastructure, and cloud services. Be ready to discuss specific complex issues you've resolved in the past, as this will show your depth of experience and problem-solving skills.
✨Showcase Your Leadership Skills
Since this role involves mentoring others and leading incident management, prepare examples of how you've guided teams through challenging situations. Highlight your ability to communicate effectively with stakeholders during high-pressure incidents.
✨Emphasise Documentation Standards
Be prepared to discuss your approach to creating and maintaining technical documentation. Share examples of how you've contributed to knowledge management systems and ensured consistency and accuracy in documentation.
✨Demonstrate Client-Facing Experience
As a Senior Support Analyst, you'll be a key point of contact for clients. Prepare to talk about your experience in client-facing roles, focusing on how you've built trust and delivered excellent service under pressure.
