Role Purpose
The Senior IT Analyst is a key technical leader within the IT team, responsible for delivering advanced desktop support, managing complex infrastructure projects, and acting as the final point of escalation for technical issues. This role combines hands-on support with strategic project delivery, requiring deep expertise in cloud platforms, networking, cybersecurity, and endpoint management. The engineer will also mentor junior staff, contribute to audit readiness, and maintain strong client relationships.
Key Responsibilities
Escalation & Support
* Serve as the highest point of escalation for technical issues across desktop, infrastructure, and cloud environments.
* Provide Level 2/3 support for desktops, laptops, mobile devices, and Microsoft 365 applications.
* Respond to helpdesk tickets and ensure timely resolution of complex issues.
* Participate in out-of-hours support on a rota basis.
Project Delivery
* Lead infrastructure projects including server installations, cloud migrations, network upgrades, and cybersecurity implementations.
* Manage full project lifecycle: planning, deployment, testing, documentation, and client handover.
* Support deployment and user adoption of Microsoft Copilot and other AI productivity tools.
Security & Compliance
* Implement and manage endpoint security protocols including MFA, antivirus, and vulnerability management.
* Conduct regular security audits and ensure compliance with internal and external standards.
* Collaborate with the Cyber Security team to identify and mitigate risks.
Client Engagement
* Act as a technical point of contact for key clients, providing consultancy and strategic advice.
* Communicate technical issues in simple, clear terms to non-technical stakeholders.
Mentorship & Development
* Mentor Level 1 and 2 engineers and apprentices, fostering technical growth and best practices.
* Lead internal training sessions and contribute to documentation and knowledge sharing.
Skills & Experience
Essential:
* Minimum 5 years in IT support or infrastructure, with at least 2 years in a senior or Level 3 role.
* Expert-level knowledge of:
* Microsoft 365, Azure, Intune, Autopilot
* Windows Server (AD, DNS, DHCP, Group Policy)
* Networking (firewalls, routers, switches, VLANs, VPNs)
* Virtualisation (Hyper-V, VMware)
* Backup and disaster recovery solutions
* Cybersecurity tools and principles
* Experience leading IT projects from initiation to completion.
* Strong troubleshooting, documentation, and communication skills.
* Clean UK driving licence and own vehicle.
Desirable Certifications:
* Microsoft Certified: Azure Solutions Architect / Administrator / M365 Expert
* Watchguard
* VMware Certified Professional (VCP)
* ITIL Foundation
Personal Attributes
* Self-starter with initiative and independence.
* Strong organisational skills and attention to detail.
* Calm under pressure and deadline-driven.
* Team player with a positive attitude and willingness to share knowledge.
The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.
Job Type: Full-time
Pay: £35,000.00-£40,000.00 per year
Benefits:
* Discounted or free food
* Free parking
* Health & wellbeing programme
* On-site parking
* Private medical insurance
Work Location: In person