Technical Support Analyst

In this role, you'll provide high-quality technical support and play a key part in maintaining continuity of service across the organisation.

• Act as the first point of contact for IT support, responding to incidents and service requests via phone, email, web form, and the ITSM system
• Log, prioritise, take ownership of, and resolve BAU incidents and service requests in a timely and efficient manner, escalating where required
• Deliver excellent customer service to employees, field teams, and clients, ensuring a professional and supportive experience at all times
• Install, configure, and maintain IT hardware, software, and business applications across a range of devices
• Provision and manage user accounts, access rights, and permissions, including full onboarding and offboarding of staff
• Configure new user accounts and provision new IT hardware
• Maintain and contribute to the IT knowledge base, capturing learning from incidents to improve resilience and knowledge sharing
• Provide hands-on, on-site technical support based on a scheduled rota, including support at office and field locations
• Support the adoption of new applications, systems, and functionality across the IT team and wider business
• Maintain personal development by learning new skills and technologies, contributing to innovation, automation, and process improvement

What you'll get

• A varied, hands-on technical role at the heart of business operations
• Exposure to a broad Microsoft-based technology stack and service desk environment
• Opportunities to develop technical expertise, customer service skills, and ITSM experience
• A collaborative IT team environment supporting employees, field teams, and clients
• The chance to contribute to service improvement, innovation, and automation initiatives

Do you have experience in Windows?, * Demonstrable experience in a technical support, service desk, or similar IT role of comparable scale and complexity

• Strong troubleshooting experience with Windows operating systems and end-user computing environments
• Working knowledge of Microsoft Azure, Active Directory, Exchange, and Office 365
• Understanding of IT Service Management frameworks such as ITIL or COBIT
• Experience installing, configuring, and supporting hardware, software, and business applications
• Excellent communication skills, with the ability to support users via phone, email, and face-to-face
• A customer-first mindset, with experience delivering support in fast-paced, evolving environments
• Strong organisational skills, with the ability to prioritise and manage multiple tasks simultaneously
• Willingness to travel to company locations and field sites, with a minimum in-office presence at Billericay during scheduled support hours

Desirable:

• Experience troubleshooting application, database, or data-related issues
• Experience supporting web, desktop, mobile, API, or SaaS applications
• Experience working with Microsoft Dynamics

About Ground Control

Ground Control is a certified B Corporation, committed to caring for the environment, our people and the communities we serve. Since 1973, we've led the industry through quality, sustainability and a genuine commitment to doing the right thing. Our Contract Managers are trusted, supported and given the autonomy they need to deliver work they can be proud of.

If you're a Contract Manager who values professionalism, accountability and the ability to make a visible difference every day, we'd love to hear from you.

• Competitive package including company vehicle, private GP, wellbeing support, bonus scheme, pension, volunteering days and recognition rewards

At Ground Control, we are committed to fostering an inclusive and diverse workplace where everyone feels valued and empowered to thrive. We believe that diversity drives innovation and success, and we welcome applications from individuals of all backgrounds, experiences, and perspectives. We are proud to be an equal opportunities employer and do not discriminate based on sex, age, disability, gender identity, marital status, pregnancy, race, religion or belief, sexual orientation, or any other protected characteristic. We actively support and promote an inclusive culture, ensuring fair and equitable treatment throughout the recruitment process and beyond.