Senior Technical Support Analyst
$45,000–$50,000 year
HybridLondon, England, United Kingdom
Job Summary
Act as the technical escalation point for the Workplace Technology team, owning complex incidents end-to-end and conducting deep root cause analysis to drive permanent fixes. Mentor junior and mid-level engineers through pairing, work reviews, and knowledge sessions while setting quality standards for ticket management and documentation. Manage the full lifecycle of Microsoft 365 services, Azure Active Directory, and AV/VC estates, ensuring high availability for Executive-level presentations and internal events. Lead process improvements, automate toil, and maintain security compliance across the team, reporting directly to the Workplace Technology Lead. This leadership role requires genuine ownership of problems, standards, and team capability within a culture of continual service improvement.
Required Qualifications
- 5 days a week in our London Farringdon Office
- Take genuine ownership — you don't wait to be told, you see what needs doing and you do it
- Have the technical depth to anchor a team: complex problems don't rattle you, they motivate you
- Actively lift those around you — you share knowledge freely, coach patiently, and take pride in the team's performance, not just your own
- Communicate with clarity and confidence at all levels, from a junior engineer to an Executive stakeholder
- Conduct thorough, methodical investigations — you dig into logs, correlate patterns, and document what you find before reaching conclusions
- Have a genuine security-first mindset and understand why governance and audit trails matter
- Spot broken processes and own fixing them — not just flagging them
- Work autonomously under pressure, exercising sound judgement and knowing when to escalate
- Are happy to be onsite as needed, including for events and critical incidents
- Windows 11 and Apple ecosystem in an enterprise environment (+ working knowledge of Android & Linux)
- Mobile Device Management: JAMF Pro and Microsoft Intune — policy creation, complex troubleshooting, and deployment strategy
- Microsoft 365 administration — Exchange Online, Teams, SharePoint, OneDrive, and M365 Security & Compliance Centre
- Azure Active Directory — user lifecycle, Conditional Access, SSPR, MFA, and RBAC at an administrative level
- Modern workplace solutions: Autopilot, Intune, MFA, and cloud migration strategies
- Platform integrations, SSO/SAML — configuration, fault diagnosis, and documentation
- AV/VC hardware and software: room systems, conferencing platforms, and peripheral management
- Networks: TCP/IP, DNS, DHCP, LAN, WAN, and wireless
- Windows Command Line / PowerShell & Apple Scripting / BASH — beyond basics; able to write and adapt scripts
- SaaS applications including Slack, Atlassian suite, and cloud printing solutions
- ITSM platforms: lifecycle ticket management, SLA reporting, and queue ownership
- Security tools, best practices, PCI-DSS, and ISO 27001
- Runbook authoring and technical documentation to a high standard
Desired Qualifications
- Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
- Microsoft 365 Certified: Administrator Expert or Security Administrator Associate
- Azure fundamentals
- Apple certifications for MacOS: ACSP (ACTC), JAMF 100
- CompTIA A+ or Network+
- ITIL Foundation v4 or V5
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