We’re looking for a Senior IT Support Analyst to join a busy MSP environment, supporting a wide range of customers across Microsoft 365, Azure AD (Entra ID), and hybrid on-prem infrastructure. This is a hands-on role covering escalated tickets, problem management, and project delivery. You’ll be working with modern tooling, supporting both reactive incidents and proactive improvements, including migrations, security, and endpoint management. What You’ll Be Doing Providing Tier 2 support across Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, Intune) Supporting on-prem Active Directory and Exchange Server, including hybrid Exchange and AAD Connect Managing Azure AD / Entra ID, including Conditional Access, MFA, and identity security Deploying and managing endpoints using Intune and Autopilot Implementing and supporting Defender for Business, device compliance, and security policies Assisting with customer migrations (Exchange, file servers, hybrid AD to cloud) Using Kaseya RMM for monitoring, patching, automation, and remote support Troubleshooting networking and connectivity issues (DNS, DHCP, VPN, NAT, VOIP) Supporting cloud telephony and unified communications solutions (Teams Voice, Horizon – beneficial) Maintaining clear documentation and accurate ticket updates while working to SLAs What We’re Looking For Strong experience in an MSP or multi-customer support environment Solid knowledge of Microsoft 365, Azure AD, and Windows 10/11 Experience with on-prem AD and Exchange Server (2016/2019 preferred) Confident with Intune, compliance policies, and application deployment Good working knowledge of Conditional Access, MFA, Defender, BitLocker Familiar with RMM tools (Kaseya ideal) Good understanding of networking and VOIP fundamentals Strong troubleshooting skills and clear customer communication Desirable (But Not Essential) Telephony / UC experience (Teams Voice, 3CX, Horizon, PBX systems) PowerShell scripting and automation Microsoft certifications (MS-900, MD-102, SC-900, AZ-104) Experience with broadband technologies (FTTC, FTTP, SoGEA, Ethernet) Location: This role is onsite based at the company’s head office in Telford. Interested?: If you’re ready to step into a role where your skills and expertise will be valued, apply now to become the Senior IT Support Analyst. Don’t miss this opportunity to grow your career in a supportive and forward-thinking environment. Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Recruitment are those of an Employment Agency. In order for your CV to be processed effectively, please ensure your name, email address, phone number and location (post code OR town OR county, as a minimum) are included