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