Senior IT Support Analyst

As a Senior IT Support Analyst, you’ll be a key member of the technical support operation and a trusted point of escalation for both Think Cloud’s customers and internal team. You’ll take ownership of complex and escalated tickets, lead ticket triage and allocation, manage incidents and security alerts, and help ensure the team maintains excellent service levels., * Prioritise and allocate incoming tickets based on urgency, impact and technical skillset.

• Ensure tickets are progressed within agreed SLAs and escalations are handled appropriately.
• Monitor ticket queues and redistribute workloads to ensure efficient service delivery.

• Take ownership and accountability for tickets through to resolution. Incident Management

• Manage and respond to security alerts and IT incidents.
• Work closely with internal teams, customers, and third-party vendors to resolve complex issues.
• Maintain accurate technical documentation and contribute to post-incident reviews.

• Identify recurring issues and recommend improvements to prevent future incidents. Team Leadership & Mentoring

• Provide technical guidance and support to other members of the service desk team.
• Mentor colleagues and share knowledge to help develop technical capability across the team.
• Work closely with the Service Team Leader to improve processes, procedures and training.

• Promote a positive, collaborative and customer-focused team environment. Technical Expertise

• Provide technical support across:
• Microsoft 365
• Microsoft Azure
• Windows Server
• Networking
• Cybersecurity and security platforms
• Work confidently with ticketing, Remote Monitoring & Management (RMM) and documentation systems.
• Keep up to date with emerging technologies, industry trends and best practices.

• Contribute to internal knowledge sharing and the development of technical documentation., This is an exciting opportunity for an experienced IT professional who wants to take the next step in their career. You’ll have the opportunity to work across a broad range of technologies and customer environments, tackle challenging technical issues, support and mentor colleagues, and play an important role in improving the way their service team operates. Think Cloud offers:

• Hands-on experience in a dynamic Managed Service Provider environment.
• A supportive team and strong mentoring culture.
• An excellent working environment and positive company culture.
• Continuous training and professional development.
• Structured Training & Development Plans (TDPs).
• Regular 1-to-1 meetings focused on training, progression, and career goals.
• The opportunity to work with modern, cutting-edge technology.
• Opportunities to develop your technical and leadership skills.

• A collaborative environment where knowledge sharing is encouraged. Staff Benefits

• 33 days’ holiday
• Additional paid leave
• Employer pension contributions in line with statutory eligibility requirements.
• Private medical insurance.
• Death in Service benefit for nominated beneficiaries.
• Structured Training & Development Plans.
• Regular 1-to-1s supporting your development and career progression.
• Branded uniform provided.
• Free on-site parking with easy access to the town centre.
• Staff-led initiatives and activities.

This is a hands-on role that combines technical expertise, problem-solving, leadership and customer service . You’ll need to be calm under pressure, highly organised and proactive, with the ability to thrive in a fast-paced MSP environment., * A minimum of 3 years’ experience in an IT support role

• Strong understanding of ticketing systems, incident management, and IT service delivery.
• Good knowledge of IT security principles, incident response, and security protocols.
• Experience working within an MSP or multi-client IT environment.
• Experience mentoring colleagues and managing team workloads.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• The ability to prioritise effectively and remain calm under pressure.
• Excellent time management and attention to detail.

• A proactive approach and willingness to learn. Desirable certifications include:

• ITIL
• Microsoft certifications
• CompTIA certifications, * A natural team player with a positive attitude.
• Organised and able to manage competing priorities.
• Customer-focused with a professional and approachable manner.
• Proactive and willing to take ownership.
• Comfortable working in a fast-paced environment.
• Keen to learn and develop their technical skills.
• Confident in sharing knowledge and supporting colleagues.
• Committed to delivering a high standard of service.

At Think Cloud, they’re passionate about delivering outstanding IT support and technology solutions to their customers. As a growing Managed Service Provider (MSP), they work with a diverse range of businesses, helping them get the most from their technology while keeping their systems secure, reliable and efficient.