Back to search
Our client is an established, rapidly-expanding MSP with offices in Marlow, seeking to recruit a skilled Senior IT Support Analyst for their talented team, acting as the escalation point in a team of 4.
The company provides technical support and services primarily to small and medium sized businesses. These include Azure Virtual Desktop, Remote Desktop, Microsoft 365, Windows 365 and technical support for on-site servers and workstations.
You will be responsible for developing and maintaining relationships with clients, resolving problems for customers with virtual remote and on-site servers.
The Senior IT Support Analyst will be responsible for troubleshooting for existing clients, and creating / implementing technical solutions for new customers.
You’ll be structured in your approach and have impressive technical and problem-solving skills. You’ll need to be adaptable, efficient, open-minded and relish solving technical problems with effective and timely solutions.
The successful applicant will require technical experience in many of the following areas:
- Microsoft 365 solutions (Exchange, Entra, Intune)
- SharePoint & Teams site management
- Windows Server Management, Active Directory, database management, group policy, security, user and group management
- Network & Firewall
- IP Telephony
- Windows OS
- Apple Mac OS
- RDS / Terminal Services
- Microsoft Azure
- PowerShell
The role is well-suited to someone with:
- Previous experience in an MSP organisation, in an IT Support or Infrastructure role
- Experience of setting up, deploying and supporting Microsoft 365 for external customers
- Hands-on technical experience of Windows Server, Active Directory, Group Policy, Security, user and group management.
- Keen to learn and develop.
You will have the opportunity to further develop your skills and experience in Azure, virtual servers, hosting and Microsoft 365.
Candidates will require previous experience of working in a managed service provider (MSP) / client focused environment, with competency in implementing solutions for new customers (i.e. not only new users, but entirely transferring customers’ services from existing/previous IT providers).
There will be opportunities to progress within the company and develop towards a manager level role in the future, if desired.
The organisation plans to further develop and expand the services they provide to customers, so this is a great opportunity for the right person to play a key part in this journey.
This is a full time, office-based position with occasional working from home.
Summary
- Lead a small team of first line support technicians
- Act as the escalation point for support technicians
- Liaise with customer and resolve issues and faults
- Implement new services and solutions for current customers
- Onboard new customers, ensure successful transition of their services
- Implement new solutions and project for prospects
You will need:
- MSP (Managed Service Provider) Experience
- Very good, hands-on technical skills, with in-depth knowledge of:
- Microsoft 365
- Networking
- SharePoint
- Teams
- Windows Server Management, Active Directory, database management, group policy, security, user and group management
Additionally we'd welcome applications from people with:
- The ability to help colleagues and teach them
- Experience/involvement with onboarding new customers
- Experience/involvement in the setup and configuration of Microsoft 365 tenancies (strongly preferred)
- Strong problem-solving skills
- Very good customer facing skill
- Experience of VoIP telephony systems
- Aspirations to develop as a support manager
- Microsoft Azure skills, e.g. building and configuring servers, AVD
- Apple Mac/iOS knowledge
