2nd Line IT Support Analyst

Salary: £30,000 - 32,000 per year

Requirements

• We are looking for a proactive and customer-focused 2nd line IT support professional with previous experience in a similar role.
• We need strong knowledge of Microsoft 365, Active Directory, Azure AD, networking fundamentals, and hardware troubleshooting.
• We require experience supporting multiple sites or remote users.
• We require experience using ticketing systems.
• We value an enthusiastic, eager-to-learn, team-oriented attitude with a positive approach.
• We are looking for someone who is organised, detail-oriented, and able to remain calm under pressure.
• We want someone passionate about technology and continuous improvement.
• It is desirable to have experience working in hospitality, either in a guest-facing or office support role.
• It is desirable to have experience with EPOS systems.
• It is desirable to hold a full UK driving licence.
• Candidates must have started a recognised technical qualification or certification, or be part-qualified in a relevant technical discipline.
• Relevant qualifications include CompTIA A+, CompTIA Network+, Microsoft Certifications, ITIL, or an HND, HNC, or degree in IT, Computing, or a related field.

Responsibilities

• We provide 2nd line support for hardware, software, networking, and business applications.
• We support desktop, laptop, mobile, EPOS, printer, and peripheral devices.
• We diagnose and resolve Microsoft 365, Windows, and user account issues.
• We maintain and support Active Directory, Azure AD, and group policies.
• We assist with server administration, patching, and system monitoring.
• We support telephony and communications systems.
• We support hospitality-specific systems including EPOS systems, booking and reservation platforms, and food delivery services.
• We ensure business-critical systems remain operational during trading hours.
• We liaise with third-party vendors for issue resolution and maintenance.
• We manage support tickets within agreed SLAs.
• We document fixes, procedures, and troubleshooting steps.
• We escalate major incidents appropriately.
• We provide excellent customer service to non-technical users.
• We build positive relationships with operational teams and site managers.

Technologies

• Active Directory
• Azure
• Hardware
• Support
• ITIL
• Microsoft 365
• Mobile
• Network
• Windows
• Office 365
• Cloud

More

We are Mission Mars, a fast-growing, ambitious, and guest-focused hospitality business. This is an office-based role at our Mission Mars Support Centre in Manchester City Centre, with travel to sites as required, reporting to the IT Manager. We offer a competitive salary of £30,000-32,000 per annum plus a bonus scheme of up to 30% per annum paid quarterly, along with a pension scheme, loyalty bonus, 50% discount on food and drink at all Mission Mars venues, free or discounted tickets to gigs and events at Albert Hall, wellbeing support and employee assistance programmes, a vibrant collaborative office culture with regular socials and events, and genuine opportunities for growth. We are committed to an inclusive and accessible recruitment process and encourage candidates to request reasonable adjustments at any stage.

last updated 22 week of 2026