Senior IT Customer Support Analyst

Salary: £48,000 - 88,000 per year

Requirements

• We require a bachelors degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field, or an equivalent combination of education and experience.
• We require 5+ years of enterprise desktop support experience.
• We require experience providing Tier 2 or Tier 3 desktop support within a Microsoft-based environment.
• We require experience leading, mentoring, or directing the work of other technical support professionals.
• We require advanced knowledge of desktop support operations, service management processes, and enterprise IT environments.
• We require strong leadership and team coordination skills.
• We require advanced troubleshooting skills across Windows operating systems, Microsoft 365, endpoint technologies, and hardware platforms.
• We require experience troubleshooting and supporting Apple MacBook devices and macOS operating systems.
• We require experience troubleshooting enterprise network printing environments, including network-connected printers, print servers, print management solutions, and printer connectivity issues.
• We require strong verbal, written, and presentation skills.
• We require experience developing reports and presenting operational metrics to management.
• We require the ability to manage multiple priorities in a fast-paced environment.
• We require excellent customer service, stakeholder engagement, and problem-solving capabilities.
• We prefer one or more of the following certifications: ITIL Foundation Certification, CompTIA A+ or Network+ certifications, Microsoft Endpoint Administrator, or Modern Desktop Administrator certification.
• We prefer Cisco networking experience or CCST/CCNA certification.
• We prefer Linux administration experience.
• We prefer experience with SAP or asset management systems.
• We prefer project leadership or supervisory experience.
• We require the legal right to work in the United Kingdom.
• We require eligibility to obtain and maintain BPSS, SC, or higher levels of security clearance where required.
• We may require some travel throughout the UK and to customer locations.
• We may require participation in on-call support rotations.

Responsibilities

• We serve as a senior escalation resource for complex desktop, endpoint, and user support issues.
• We provide customer support to internal and external customers within established service levels.
• We stage, configure, deploy, and support laptops, desktops, workstations, peripherals, printers, and mobile devices.
• We perform advanced break/fix troubleshooting and root-cause analysis for endpoint hardware and software issues.
• We install, configure, and support Microsoft Windows operating systems, Microsoft 365 applications, Microsoft Teams, and associated enterprise technologies.
• We troubleshoot authentication technologies, including multifactor authentication (MFA), smart cards, digital certificates, single sign-on (SSO), and identity-related services.
• We diagnose and resolve local and network printing issues, including enterprise network printers, print servers, print queues, driver-related issues, and secure printing solutions.
• We support workstation refresh programs and end-user data migrations.
• We provide support for virtual desktop infrastructure (VDI) and remote-access technologies.
• We deliver audiovisual support for conference rooms, executive meetings, and critical videoconferencing events.
• We support IP telephony and collaboration technologies, including Microsoft Teams and similar enterprise communication platforms.
• We perform advanced network troubleshooting and work closely with network engineering teams to resolve connectivity issues.
• We collaborate with vendors and third-party providers to resolve technical issues requiring external escalation.
• We support office openings, closures, relocations, and project site deployments.
• We maintain accurate asset inventories and equipment lifecycle records.
• We provide technical leadership and strategic input related to Tier 2 desktop support operations.
• We lead or coordinate the daily activities of support personnel, including geographically dispersed team members.
• We mentor, train, and support junior technicians and service desk personnel.
• We identify recurring issues, process inefficiencies, and operational risks and implement corrective actions.
• We coordinate resolution activities for cross-functional incidents involving networking, cybersecurity, infrastructure, voice, and enterprise application teams.
• We develop and improve support processes, procedures, and operational standards.
• We prepare and present service delivery reports, ticket metrics, SLO performance reviews, and operational dashboards.
• We maintain technical documentation, knowledge articles, support procedures, and runbooks.
• We participate in on-call support rotations and executive/VIP support activities as required.

Technologies

• Cisco
• Hardware
• Support
• ITIL
• Linux
• macOS
• MacBook
• Microsoft 365
• Mobile
• Network
• SAP
• Security
• Windows
• Office 365

More

We are KBR, and we are seeking a Senior Desktop Support Team Lead to provide advanced technical support and technical leadership across enterprise desktop services throughout the United Kingdom and supported regional locations. This is a permanent full-time position based in Leatherhead, Surrey, United Kingdom. Our Mission Technology Solutions business is spinning into a separate public company, and this role will ultimately be part of that new company. We partner with governments and defense, intelligence, space, aviation, and critical infrastructure customers to deliver high-end engineering, science, technology, and mission support solutions.