If you see something that isn't right, you fix it. If a junior engineer is stuck, you help them through it. If a process is broken, you own improving it. As a Senior IT Support Analyst, you'll be responsible for... 🚝 Technical Leadership & Team Ownership • Acting as the technical escalation point for the team — owning complex incidents end-to-end and ensuring nothing stalls without clear direction • Mentoring and upskilling junior and mid-level engineers: pairing on problems, reviewing their work, and sharing knowledge deliberately and consistently • Setting and maintaining quality standards for ticket management, documentation, and technical investigations across the team • Driving team readiness — identifying skill gaps, flagging them to the Lead, and taking initiative to close them through coaching or knowledge sessions • Leading by example in attitude, thoroughness, communication, and follow-through — shaping the team culture through daily behaviour • Supporting the Workplace Technology Lead with operational decisions, workload balancing, and service improvements Incident, Problem & Request Management • Owning the full incident lifecycle for complex and high-priority issues — from triage and investigation through to resolution and post-incident review • Conducting deep root cause analysis: reviewing logs, correlating cross-system patterns, engaging third-party vendors, and documenting findings clearly • Ensuring the team's ticket queue is healthy — proactively monitoring dashboards, reassigning where needed, and preventing SLA breaches before they happen • Driving problem management: identifying recurring incidents, initiating investigations, and leading permanent fix efforts rather than accepting repeat workarounds • Owning escalation quality — ensuring issues are fully investigated, clearly documented, and appropriately packaged before being escalated to Tier 3 or vendors Microsoft 365, Azure AD & Identity Management • Advanced administration of Microsoft 365 services: Exchange Online, SharePoint, Teams, OneDrive, and the M365 Security & Compliance Centre • Azure Active Directory: user and group lifecycle, Conditional Access policy design and troubleshooting, SSPR, MFA enforcement, and RBAC • Leading SSO/SAML integrations for new SaaS platforms — configuring, testing, and documenting alongside the security team • Owning access package governance and token management processes, ensuring alignment with policy and audit requirements • Supporting licence governance: E3/E5 procurement, assignment, cost awareness, and flagging any out-of-policy requests to the appropriate stakeholder AV/VC & Events Support • Taking ownership of the AV/VC estate — maintaining full health of meeting room systems including display hardware, conferencing codecs, room controllers, and peripherals • Proactive health monitoring using remote administration tools, with performance analytics and regular firmware/software updates • Leading in-person and remote technical delivery for internal events and Executive/all-hands presentations • Acting as the senior point of contact for AV issues, ensuring fast resolution and minimal meeting disruption across all sites • Documenting AV configurations and building runbooks that enable the wider team to support the estate confidently End User Computing & Device Management • Advanced MacOS and Windows 11 management via JAMF Pro and Microsoft Intune/Autopilot — including policy authoring, troubleshooting complex deployment failures, and estate-wide configuration management • Overseeing the quality of on/off-boarding processes: laptop builds, IT inductions, IAM compliance, deprovisioning, and asset retrieval • Driving IT Asset Management maturity: inventory accuracy, lifecycle planning, hardware refresh adherence, and secure disposal compliance • Working knowledge of Android and Linux environments; able to support edge cases confidently Security, Compliance & Governance • Championing security standards across the team — ensuring all activity aligns with ISO 27001, PCI-DSS, and internal policy • Leading the team's contribution to audit and compliance reviews: ensuring evidence is well-organised, processes are followed, and findings are acted on • Owning the leavers process for sensitive cases — coordinating deprovisioning, data access controls, and asset recovery in line with CISO and privacy requirements • Supporting MFA rollout, access policy governance, and SSO governance initiatives with appropriate rigour and documentation • Ensuring all advice given to the team is backed by security sign-off and documented reference — not informal Slack approvals Documentation, Process & Continuous Improvement • Owning and continuously improving the team's knowledge base — SOPs, runbooks, known error records, and onboarding guides must be accurate, accessible, and up to date • Identifying process inefficiencies and owning their improvement: not just flagging them but designing, implementing, and embedding the fix • Driving automation and tooling improvements — proposing and where possible implementing AI, ML, and scripting solutions that reduce toil and improve consistency • Ensuring approvals, decisions, and audit trails live in the ticketing system — not in Slack channels Our Tech Stack requires solid experience of 🔑 • Windows 11 and Apple ecosystem in an enterprise environment (+ working knowledge of Android & Linux) • Mobile Device Management: JAMF Pro and Microsoft Intune — policy creation, complex troubleshooting, and deployment strategy • Microsoft 365 administration — Exchange Online, Teams, SharePoint, OneDrive, and M365 Security & Compliance Centre • Azure Active Directory — user lifecycle, Conditional Access, SSPR, MFA, and RBAC at an administrative level • Modern workplace solutions: Autopilot, Intune, MFA, and cloud migration strategies • Platform integrations, SSO/SAML — configuration, fault diagnosis, and documentation • AV/VC hardware and software: room systems, conferencing platforms, and peripheral management • Networks: TCP/IP, DNS, DHCP, LAN, WAN, and wireless • Windows Command Line / PowerShell & Apple Scripting / BASH — beyond basics; able to write and adapt scripts • SaaS applications including Slack, Atlassian suite, and cloud printing solutions • ITSM platforms: lifecycle ticket management, SLA reporting, and queue ownership • Security tools, best practices, PCI-DSS, and ISO 27001 • Runbook authoring and technical documentation to a high standard Desirable Certifications: • Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) • Microsoft 365 Certified: Administrator Expert or Security Administrator Associate • Azure fundamentals • Apple certifications for MacOS: ACSP (ACTC), JAMF 100 • CompTIA A+ or Network+ • ITIL Foundation v4 or V5 We'd love to hear from you if you...