Location: Billericay
Salary: Competitive
Contract Type: Permanent, 40 hours per week
Keep people connected. Solve problems. Support the business every day.
You take pride in delivering excellent service, solving technical problems, and keeping systems running smoothly. You enjoy being the first point of contact, taking ownership of issues, and making sure technology enables people to do their jobs effectively.
We're looking for a Technical Support Analyst to join our Service Desk team at Ground Control. This is a hands-on role where you'll support internal and external customers across hardware, software, and network environments, helping ensure IT services across the business are available, reliable, and performing to the required standard.
What you'll do
In this role, you'll provide high-quality technical support and play a key part in maintaining continuity of service across the organisation.
Act as the first point of contact for IT support, responding to incidents and service requests via phone, email, web form, and the ITSM system
Log, prioritise, take ownership of, and resolve BAU incidents and service requests in a timely and efficient manner, escalating where required
Deliver excellent customer service to employees, field teams, and clients, ensuring a professional and supportive experience at all times
Install, configure, and maintain IT hardware, software, and business applications across a range of devices
Provision and manage user accounts, access rights, and permissions, including full onboarding and offboarding of staff
Configure new user accounts and provision new IT hardware
Maintain and contribute to the IT knowledge base, capturing learning from incidents to improve resilience and knowledge sharing
Provide hands-on, on-site technical support based on a scheduled rota, including support at office and field locations
Support the adoption of new applications, systems, and functionality across the IT team and wider business
Maintain personal development by learning new skills and technologies, contributing to innovation, automation, and process improvement
What You'll Get
A varied, hands-on technical role at the heart of business operations
Exposure to a broad Microsoft-based technology stack and service desk environment
Opportunities to develop technical expertise, customer service skills, and ITSM experience
A collaborative IT team environment supporting employees, field teams, and clients
The chance to contribute to service improvement, innovation, and automation initiatives
Competitive package including company vehicle, private GP, wellbeing support, bonus scheme, pension, volunteering days and recognition rewards
What we're looking for
Demonstrable experience in a technical support, service desk, or similar IT role of comparable scale and complexity
Strong troubleshooting experience with Windows operating systems and end-user computing environments
Working knowledge of Microsoft Azure, Active Directory, Exchange, and Office 365
Understanding of IT Service Management frameworks such as ITIL or COBIT
Experience installing, configuring, and supporting hardware, software, and business applications
Excellent communication skills, with the ability to support users via phone, email, and face-to-face
A customer-first mindset, with experience delivering support in fast-paced, evolving environments
Strong organisational skills, with the ability to prioritise and manage multiple tasks simultaneously
Willingness to travel to company locations and field sites, with a minimum in-office presence at Billericay during scheduled support hours
Desirable
Experience troubleshooting application, database, or data-related issues
Experience supporting web, desktop, mobile, API, or SaaS applications
Experience working with Microsoft Dynamics
About Ground Control
Ground Control is a certified B Corporation, committed to caring for the environment, our people and the communities we serve. Since 1973, we've led the industry through quality, sustainability and a genuine commitment to doing the right thing. Our Contract Managers are trusted, supported and given the autonomy they need to deliver work they can be proud of.
If you're a Contract Manager who values professionalism, accountability and the ability to make a visible difference every day, we'd love to hear from you.
#INDHP
Equal Opportunities Statement
At Ground Control, we are committed to fostering an inclusive and diverse workplace where everyone feels valued and empowered to thrive. We believe that diversity drives innovation and success, and we welcome applications from individuals of all backgrounds, experiences, and perspectives.
We are proud to be an equal opportunities employer and do not discriminate based on sex, age, disability, gender identity, marital status, pregnancy, race, religion or belief, sexual orientation, or any other protected characteristic. We actively support and promote an inclusive culture, ensuring fair and equitable treatment throughout the recruitment process and beyond.