2nd Line IT Support AnalystMission Mars (Head Office) • Manchester, England, United Kingdom
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2nd Line IT Support Analyst
Mission Mars (Head Office)
- Manchester, England, United Kingdom
- Manchester, England, United Kingdom
About
2nd Line IT Support Analyst - Mission Mars
Location:Office Based, Mission Mars Support Centre - Manchester City Centre (with travel to sites as required)
Reporting To:IT Manager
Salary:£30,000-32,000 per annum + up to 30% bonus per annum (paid quarterly)
Role Overview
We are looking for a proactive and customer-focused 2nd Line IT Support Analyst to join our growing IT team. The role involves providing advanced technical support across all Mission Mars venues,ensuring systems remain operational and colleagues receive excellent IT support.
You will provide 2nd line support across a range of systems,applications,devices,and network infrastructure,helping to maintain reliable IT services within a fast-paced and customer-focused business
This role requires strong technical knowledge,excellent communication skills,and the ability to work effectively in a guest focused hospitality environment where service continuity is essential.
Key Responsibilities
Technical Support:
Provide 2nd line support for hardware,software,networking,and business applications.
Support desktop,laptop,mobile,EPOS,printer,and peripheral devices.
Diagnose and resolve Microsoft 365,Windows,and user account issues.
Maintain and support Active Directory,Azure AD,and group policies.
Assist with server administration,patching,and system monitoring.
Support telephony and communications systems.
Support hospitality-specific systems including:EPOS systems,Booking and reservation platforms,Food delivery services
Ensure business-critical systems remain operational during trading hours.
Liaise with third-party vendors for issue resolution and maintenance.
Manage support tickets within agreed SLAs.
Document fixes,procedures,and troubleshooting steps.
Escalate major incidents appropriately.
Provide excellent customer service to non-technical users.
Build positive relationships with operational teams and site managers.
Skills & Experience Required
Essential:
Previous experience in a 2nd line IT support role.
Strong knowledge of:
Microsoft 365
Active Directory / Azure AD
Networking fundamentals (Unifi/Draytek)
Hardware troubleshooting
Experience supporting multiple sites or remote users.
Experience with ticketing systems
Enthusiastic and eager to learn
Team player with a positive attitude
Organised and detail-oriented
Able to remain calm under pressure
Passionate about technology and continuous improvement
Desirable:
Experience working in hospitality in either a guest facing or office support role
Experience with EPOS systems
Full UK driving licence
Qualifications
Candidates must either:
Have already started a recognised technical qualification or certification or be part-qualified in a relevant technical discipline such as:
CompTIA A+
CompTIA Network+
Microsoft Certifications
ITIL
HND/HNC or Degree in IT,Computing,or related field
What’s in it for you
Competitive salary + bonus scheme of up to 30% per annum (paid quarterly)
Pension scheme
Loyalty bonus
50% discount on food & drink at all Mission Mars venues
Free or discounted tickets to gigs and events at Albert Hall
Wellbeing support & employee assistance programmes
A vibrant,collaborative office culture with regular socials and events
Real opportunities for growth in a fast-growing,ambitious business
At Mission Mars,we’re committed to an inclusive and accessible recruitment process for everyone. If you need any reasonable adjustments at any stage of your application or interview,just let us know on careers@wearemissionmars.com
Languages
- English
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