Senior IT Support Analyst

The role:

We are looking for a Senior IT Support Analyst to join our IT department in Bristol.

The 2nd Line Support Analyst is responsible for providing advanced technical support and acting as the primary escalation point for the Service Desk's 1st Line Support team. The role focuses on the investigation, diagnosis, and resolution of complex technical issues across the firm's end-user computing environment, Microsoft 365 platform, and core business applications.

A significant element of the role involves automation, scripting, and continuous service improvement. The successful candidate will possess extensive PowerShell scripting experience and use automation technologies to improve operational efficiency, reduce manual effort, and enhance service quality.

The role will also contribute to the organisation's adoption of Artificial Intelligence (AI) technologies and workflow automation solutions, including Microsoft Copilot and Power Automate.

What will you do:

Technical Support & Escalations

• Act as the primary escalation point for incidents and service requests raised by 1st Line Support.

• Investigate, diagnose, and resolve complex hardware, software, application, and Microsoft 365 issues.

• Troubleshoot incidents across Windows, Active Directory/Entra ID, Microsoft 365, Exchange Online, Teams, Intune, and endpoint management platforms.

• Manage incidents through to resolution, ensuring adherence to agreed SLAs and customer service standards.

• Engage with 3rd Line teams, suppliers, and application owners where required.

• Perform root cause analysis on recurring issues and implement permanent fixes where possible.

Automation & Scripting

• Design, develop, maintain, and support PowerShell scripts to automate operational tasks and service desk activities.

• Create automation solutions for user administration, system monitoring, software deployment, reporting, and troubleshooting processes.

• Maintain source-controlled script repositories and associated technical documentation.

• Review existing manual processes and identify opportunities for automation.

• Support automated onboarding, offboarding, and lifecycle management processes.

Service Improvement

• Identify trends in incident and request data and recommend improvements.

• Produce and maintain technical documentation, support procedures, and knowledge articles.

• Contribute to Problem Management activities and continuous improvement initiatives.

• Assist with service transition and the support of new technologies and projects.

Mentoring & Knowledge Sharing

• Provide coaching and technical guidance to 1st Line analysts.

• Support training initiatives and technical upskilling within the Service Desk.

• Promote knowledge sharing and best practices across the support team.

• Assist with quality assurance activities and ticket reviews.

Security & Compliance

• Ensure compliance with IT security policies and standards.

• Support identity and access management processes.

• Participate in vulnerability remediation and endpoint security initiatives.

• Maintain appropriate technical and procedural documentation.

What we are looking for:

Technical Skills

• Extensive PowerShell scripting experience in an enterprise environment.

• Strong knowledge of: Microsoft 365, Exchange Online, Microsoft Teams, Entra ID (Azure AD), Active Directory, Windows 10 and Windows 11, Microsoft Intune, Group Policy, TCP/IP and networking fundamentals, and device management and endpoint support.

• Experience supporting enterprise applications and business systems.

• Experience with ITSM platforms such as ServiceNow.

Professional Experience

• Minimum 3 years' experience in a Service Desk or IT Support environment.

• Proven experience providing 2nd Line technical support.

• Experience acting as an escalation point for support teams.

• Experience creating technical documentation and knowledge articles.

• Demonstrable experience identifying and implementing service improvements through automation.

Career Level:

The career level assigned to this role is level 2. The career level framework provides a formal structure for the business services functions at the firm. The framework, which ranges from level 1 to level 7, clearly defines the responsibilities, skills and competencies required at each level.

Here at Simmons & Simmons:

At Simmons, we are proud of our collaborative, open and non-hierarchical culture, where everyone is treated with respect and dignity and the wellbeing of our people is paramount. Our dynamic minds work as one integrated team, partnering with leading organisations on inspirational and thought-provoking projects that matter. From day one, irrespective of job title, qualification or background, everyone’s voice is heard, and you are encouraged to have an enquiring mind and share ideas that drive the firm forward. Through innovative learning and development opportunities, you will have a platform to excel, exceed your career ambitions, and achieve things you never thought possible.

Some key information: 

• We offer a competitive package including bonuses dependant on role/level, private medical insurance and pension contribution.

• Our global skills academy provides our people, regardless of their role and location, with excellent learning opportunities (including live workshops, podcasts, short videos and practical learning experiences).

• We have adopted a hybrid working approach with a requirement for a minimum of three days in the office with flexibility dependant on role/team/client demands.

• We are proud to rank as a Times Top 50 Employer for Gender Equality, a Stonewall Top Global Employer, and a Top 75 Employer for Social Mobility.

• We have a range of social and sports committees, summer and winter parties and monthly get togethers.

• We have a range of diversity networks to connect people and celebrate our differences which is integral to our inclusive culture.

• All UK offices have their own artwork collections – including Damien Hirst and Tracey Emin pieces in the London office. We have a long-standing history in supporting the art community especially up-and-coming artists.

• We have recently introduced a Strategic Advisory Council which is a mix of associates and business services who will propose strategic initiatives that align with our firm's mission and support the delivery of our business plan, shaping the future of our next-generation law firm.

• Our in-house generative AI tool, Percy, won the ‘Innovation in Automation and AI Tools’ category at the 2024 FT Innovative Lawyers Europe Awards. This achievement highlights our commitment to technological innovation and client service.

• We have been commended in The Times Best Law Firms 2026 across three categories: construction, employment, and intellectual property. Our profile is highly positive, highlighting our sector specialisms and notable case and transactional work.

Equal opportunities:

We are committed to fostering equality, diversity and inclusion within our firm and to ensuring equal employment opportunities. We believe that this commitment creates a vibrant and rewarding work environment. We are therefore committed to: 

• Upholding equal opportunities, regardless of race, ethnicity, religion, belief, age, disability, sexual orientation, sex, gender reassignment, gender identity, marital status, or pregnancy, including maternity and paternity. This commitment extends to addressing any instances of perceived or associative discrimination and harassment. We also ensure fair treatment during recruitment and selection processes for those who are serving or have served in the armed forces, along with their families. 

• Accommodating requests for flexible working arrangements whenever possible. We encourage you to discuss your needs with us if this is something you require. 

• Making our roles accessible to individuals with diverse abilities. If you need any reasonable adjustments during the recruitment process, please let us know so we can meet your needs. 

• We offer a range of employee networks to support our colleagues. More information about these networks can be found in the D&I Information booklet that candidates are sent when invited to interview.

We encourage you to apply even if you don't meet every single requirement. We are looking for individuals who are passionate and eager to learn and grow with us. Your unique experiences and perspectives could be a great addition to our team.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

If you’re interested in finding out more about this position, please contact the Recruitment Team. To apply for the role, click on the link at the top of the page or visit our careers page for more details.