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