2nd Line IT Support Analyst | Hybrid & On-Call

Welcome Break; Milton Keynes; Hybrid; GBP 32,000 - 35,000; Full time

Benefits offered by this job

Hybrid/flexible working

Free office food

30 days holiday

Contributory pension

Employee discounts

Discounts on hotels

Structured training

Free on-site parking

Job summary

Welcome Break is seeking a proactive 2nd Line Support Analyst to join its Milton Keynes IT team. You will own escalated incidents, provide diagnostic fixes, and coordinate with 1st line, infrastructure, and suppliers to maintain service levels.

The role requires at least 3 years in IT support within an ITIL environment, with strong Microsoft 365 and networking know‑how. Hybrid work, on‑call duties, and a rewarding bonus structure accompany a competitive salary.

Qualifications

• Minimum three years’ experience in a similar IT support role within an ITIL environment.
• Experience using IT service management platforms, with a strong customer service background.
• Confidence troubleshooting Microsoft 365, Windows desktop operating systems, Microsoft Entra ID, Active Directory, Group Policy, endpoint hardware and mobile devices.
• A good understanding of networking, including TCP/IP, DNS, DHCP, Wi‑Fi and VPNs.
• Experience with Intune or other endpoint‑management tools, remote support, software deployment and site‑based technologies.
• Basic PowerShell or automation skills would be a real advantage.
• A proactive approach, with the ability to take ownership, communicate clearly, balance changing priorities and stay calm in challenging situations

Responsibilities

• Taking ownership of escalated incidents and service requests through to resolution, keeping customers updated along the way.
• Completing structured technical diagnosis using logs, monitoring tools, known errors and supplier documentation.
• Working closely with 1st Line Support, Infrastructure, Applications and third‑party suppliers to resolve issues and maintain service quality.
• Prioritising your day‑to‑day workload in line with business needs and agreed service levels.
• Supporting major incidents, identifying recurring trends and contributing to root cause analysis.
• Maintaining security standards, managing supported assets and helping to improve team knowledge articles.
• Looking for practical ways to improve our systems, processes and end-user experience.
• Travelling to Welcome Break sites when required.

Skills

ITIL environment

Incident management

Microsoft 365

Tools

Intune

Active Directory

PowerShell

VPNs

Job description

Welcome Break is seeking a proactive 2nd Line Support Analyst to join its Milton Keynes IT team. You will own escalated incidents, provide diagnostic fixes, and coordinate with 1st line, infrastructure, and suppliers to maintain service levels.

The role requires at least 3 years in IT support within an ITIL environment, with strong Microsoft 365 and networking know‑how. Hybrid work, on‑call duties, and a rewarding bonus structure accompany a competitive salary.