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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # ICT Senior Support Analyst - **Company:** Ocean Housing - **Location:** St Austell, UK (Remote available) - **Experience:** Expert - **Salary:** £38,500.0 - **Contract:** Temporary contract - **Skills:** Microsoft Windows, Access Network, Active Directory, Microsoft Azure, Software as a Service, System Configuration, Microsoft Software, Windows Servers, Network Architecture, Routing, Cloud Services, Server Virtualization, Information Technology, Hardware Infrastructure - **Published:** September 29, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5902019873 ## About the Role You'll bring significant experience of delivering second or third-line technical support in a multi-system, multi-site environment, together with working knowledge of: Microsoft 365 administration and troubleshooting Windows operating systems Endpoint management and device configuration Active Directory / Entra ID Virtualised server environments Remote-working technologies and corporate device support. You'll also be confident coordinating ticket queues, managing competing priorities and service escalations, working with third-party suppliers and diagnosing complex technical or reporting issues to identify their root causes. Just as importantly, you'll be organised, approachable and calm under pressure, with the communication skills to turn complicated technical issues into clear, user-friendly language. You'll enjoy sharing your knowledge, supporting colleagues and contributing to a positive, proactive and customer-focused team culture. You'll need a Level 4 qualification in Computing, IT Infrastructure, Networking, Microsoft technologies, or equivalent professional experience, along with evidence of ongoing ICT-related professional development. It would be great if you also have: Microsoft certifications such as Azure Fundamentals, Microsoft 365, Windows Server or Endpoint ITIL Foundation certification Network or server vendor accreditation Experience supporting network infrastructure, including switching, routing and firewalls Experience with SaaS transitions, infrastructure retirement or server decommissioning Experience within housing, regulated services or the public sector. ## Description We're looking for an experienced ICT Senior Support Analyst to join our ICT team at Ocean Housing. This is a hands-on technical role for someone who enjoys getting to the root of complex problems, taking ownership of issues through to resolution and helping others deliver an excellent ICT service. You'll provide advanced second and third-line support and act as a senior escalation point within the ICT Helpdesk. You'll also help coordinate day-to-day service delivery, support our analysts and work closely with colleagues and external suppliers to keep our ICT services stable, secure and effective. Your Role: Providing advanced second and third-line technical support Taking ownership of complex incidents from diagnosis through to resolution Coordinating Helpdesk activity, including ticket prioritisation, allocation and progression against SLAs Troubleshooting across Microsoft 365, end-user devices, network access, server-based systems and reporting issues Carrying out root-cause analysis and helping prevent repeat incidents Supporting physical and virtual server environments, including patching, monitoring, backups and maintenance Working with third-party ICT suppliers and managing technical escalations Supporting the transition from on-premises infrastructure to SaaS and cloud services Monitoring service performance and identifying opportunities to improve efficiency and user experience Providing day-to-day technical guidance to Support Analysts Supporting ICT projects and change, from configuration and testing through to deployment and transition into business-as-usual support Helping maintain effective security, access, licensing and technical documentation ## Related Videos - [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch) - [Small, Secure, Interconnected: The next Internet Protocol](https://www.wearedevelopers.com/videos/100062-small-secure-interconnected-the-next-internet-protocol) - [Leverage Cloud Computing Benefits with Serverless Multi-Cloud ML ](https://www.wearedevelopers.com/videos/78-leverage-cloud-computing-benefits-with-serverless-multi-cloud-ml) - [Hosting a modern justice system](https://www.wearedevelopers.com/videos/332-hosting-a-modern-justice-system) - [ZEISS & Microsoft - Building the Next Generation Medical Ecosystem in the Cloud](https://www.wearedevelopers.com/videos/424-zeiss-microsoft-building-the-next-generation-medical-ecosystem-in-the-cloud) - [A Technical Introduction to Bitcoin's 2nd Layer- The Lightning Network](https://www.wearedevelopers.com/videos/15-a-technical-introduction-to-bitcoin-s-2nd-layer-the-lightning-network) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [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) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-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) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette)