> Markdown version of [/jobs/ext/3026756-technical-support-analyst](https://www.wearedevelopers.com/jobs/ext/3026756-technical-support-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Analyst - **Company:** Ground Control - **Location:** Billericay, UK - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Business Software, Software as a Service, System Configuration, Azure Active Directory, Office365, Microsoft InTune, Information Technology - **Published:** September 22, 2026 - **Apply:** https://careers.ground-control.co.uk/jobs/8428403-technical-support-analyst ## About the Role * Previous experience in an IT Support, Service Desk or 2nd Line Support role. * Strong troubleshooting skills across Windows devices, hardware and software. * Experience supporting Microsoft 365 applications and services. * Experience working with Active Directory and user account administration. * Experience managing and resolving support tickets within an ITSM system. * Excellent customer service and communication skills. * Strong problem-solving abilities and a proactive approach to resolving issues. * Ability to prioritise workload and manage multiple tasks effectively. * A willingness to learn new technologies and develop technical skills. Desirable * Exposure to Microsoft Intune or endpoint management tools. * Experience supporting Exchange Online environments. * Knowledge of Entra ID (Azure AD). * Understanding of ITIL principles or IT Service Management practices. * Experience supporting business applications or SaaS platforms. * ITIL Foundation, Microsoft or other relevant certifications. If you're looking to develop your career within a supportive IT team and enjoy helping people solve technical issues, we'd love to hear from you. ## Description At Ground Control, technology plays a key role in supporting our colleagues across the UK. We're looking for a Technical Support Analyst to join our IT team, helping to provide reliable technical support and ensuring our people have the tools they need to work effectively. This role is ideal for someone with previous IT support experience who enjoys troubleshooting technical issues, helping users and developing their technical knowledge. You'll work closely with colleagues across the business, supporting a range of technologies while gaining exposure to Microsoft 365, endpoint management and business applications. What you'll do As part of our IT team, you'll provide 2nd Line support across the business, helping colleagues resolve technical issues and delivering an excellent support experience. Your responsibilities will include: * Provide 2nd Line technical support for hardware, software, devices and business applications. * Investigate and resolve escalated incidents from the Service Desk. * Take ownership of support tickets through to resolution, ensuring users receive regular updates. * Troubleshoot issues relating to Microsoft 365, Active Directory and user access. * Support user onboarding and offboarding activities, including account creation and equipment provisioning. * Install, configure and maintain laptops, desktops, mobile devices and peripherals. * Assist with endpoint management and device configuration activities. * Support business applications and help users troubleshoot application-related issues. * Contribute to maintaining accurate technical documentation and knowledge articles. * Identify recurring issues and suggest improvements that enhance service delivery. * Work collaboratively with colleagues across IT to deliver a high-quality support service. * Support IT projects, system upgrades and technology rollouts where required. What you'll get * A varied role supporting colleagues across a nationwide business. * Exposure to Microsoft 365, endpoint management and modern workplace technologies. * Opportunities to develop your technical skills and broaden your IT experience. * Experience working on a diverse range of technical issues and support activities. * A supportive team environment that encourages learning and development. * Opportunities to contribute to projects and continuous improvement initiatives. ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Psychological Safety in Software Engineering - Jenny-Margrethe Vej & Alexandra Hou Aldershaab](https://www.wearedevelopers.com/videos/2142-psychological-safety-in-software-engineering-jenny-margrethe-vej-alexandra-hou-aldershaab) - [Responsibility Beyond Code - Build with Societal Impact In Mind](https://www.wearedevelopers.com/videos/100041-responsibility-beyond-code-build-with-societal-impact-in-mind) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)