Senior IT Analyst

As a Senior IT Analyst at Think Cloud, you'll be the final point of escalation for technical issues, manage end-to-end IT projects, and act as a trusted advisor for their clients. This role blends advanced technical expertise with client engagement and mentorship , making you a pivotal part of their IT function., Escalation & Support:

• Act as the highest escalation point for desktop, infrastructure, and cloud issues.

• Deliver Level 2/3 support across desktops, laptops, mobile devices, and Microsoft 365.

• Triage and resolve complex helpdesk tickets in a timely manner.

• Provide out-of-hours support on a rota basis. Project Delivery:

• Lead and deliver infrastructure projects: server installs, cloud migrations, network upgrades, and cybersecurity rollouts.

• Manage the full lifecycle from planning through to deployment, testing, and handover.

• Support Microsoft Copilot and AI productivity tool rollouts. Security & Compliance:

• Implement and maintain endpoint security (MFA, antivirus, vulnerability management).

• Conduct audits to ensure compliance with standards.

• Work closely with Cyber Security teams to identify and reduce risks. Client Engagement:

• Be a technical point of contact for key clients, offering consultancy and clear advice.

• Translate complex issues into simple terms for non-technical stakeholders. Mentorship & Development:

• Mentor and coach junior engineers and apprentices.

• Lead training sessions, contribute to documentation, and promote best practice.

• 5+ years in IT support/infrastructure, including 2+ years in a senior/Level 3 role.

• Microsoft 365, Azure, Intune, Autopilot

• Windows Server (AD, DNS, DHCP, Group Policy)

• Networking (firewalls, switches, VLANs, VPNs)

• Virtualisation (Hyper-V, VMware)

• Backup & disaster recovery solutions

• Cybersecurity tools and principles

• Experience leading end-to-end IT projects.

• Excellent troubleshooting, documentation, and communication skills.

• Full UK driving licence & own vehicle.

• A self-starter with strong initiative.

• Organised, detail-oriented, and calm under pressure.

• Deadline-driven with a positive, team-first attitude.

• Keen to share knowledge and mentor others. Desirable Certifications:

• Microsoft Certified: Azure Solutions Architect / Administrator / M365 Expert

• WatchGuard

• VMware Certified Professional (VCP)

• ITIL Foundation