Role: Senior IT Support Analyst
Location: Marlborough (Office-based)
Salary: Up to £35,000 DOE + Bonus
Are you an experienced 2nd/3rd Line Engineer looking for a role where you can take ownership, handle complex issues, and be the go-to technical expert?
I’m working with a fast-growing MSP in Marlborough that delivers high-quality, relationship-driven IT support to a loyal client base across a range of industries. Due to ongoing growth, they’re now looking to hire a Senior IT Support Analyst to strengthen their service desk. This is an ideal opportunity for someone who wants variety, responsibility, and real influence in a business where your expertise will make a direct impact.
The Role
As a Senior IT Support Analyst, you’ll act as a key escalation point for 2nd/3rd line support issues while also providing hands-on troubleshooting across a wide variety of technologies.
You’ll work closely with the Managing Director on technical direction, assist in refining support processes, and help mentor junior engineers.
Key Responsibilities
Act as an escalation point for complex 2nd/3rd line support issues
Troubleshoot desktops, servers, networks, cloud platforms, and telephony
Support Microsoft 365, Exchange, SharePoint and basic Azure admin
Configure and maintain Windows and macOS systems
Manage routers, firewalls, VPNs, and wireless networks
Assist with installations, configurations, and upgrades
Contribute to improving documentation, SOPs, and service processes
Provide guidance and informal mentoring to junior colleagues
What You’ll Bring
Solid background in 2nd/3rd line IT support, ideally in an MSP or multi-client environment
Excellent troubleshooting skills across Windows, macOS, networking, and cloud services
Strong knowledge of Microsoft 365 (Exchange, Teams, SharePoint, Admin portals) and Azure admin basics
Good understanding of networking concepts (DNS, DHCP, VLANs, VPNs, routers, firewalls – Draytek/Ubiquiti experience a plus)
Exposure to VoIP systems (Yeastar, Horizon or similar)
Experience with RMM and ticketing systems (HaloPSA, Datto RMM or similar)
Desirable (Not Essential):
Certifications (CompTIA, Microsoft, ITIL Foundation)
Wordpress management experience
Previous experience in a small business or MSP setting
What’s on Offer
Competitive salary up to £35,000 DOE
Annual performance bonus
Pension scheme
On-site parking
Direct mentorship from the Managing Director
The chance to take ownership and work on a wide variety of technologies