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

Welcome Break; Brighton; Hybrid; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Hybrid and flexible working

Free office food

30 days holiday + service time

Pension scheme

Employee discounts

On-site parking

Training and career path

Job summary

Welcome Break is seeking a proactive 2nd Line Support Analyst to join our Milton Keynes IT Operations team. The role covers escalated incidents, diagnostics, and collaboration with 1st Line, Infrastructure and suppliers to keep our service levels high.

Based at the Milton Keynes Support Centre with some flexible home working (approximately 1 week in 4). You’ll operate 8am–6pm shifts and participate in an on-call rota with extra pay for on-call work.

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

Customer service

Troubleshooting

Prioritisation under pressure

Tools

Microsoft 365

Windows OS

Microsoft Entra ID

Active Directory

Group Policy

Intune

PowerShell basics

Job description

Welcome Break is seeking a proactive 2nd Line Support Analyst to join our Milton Keynes IT Operations team. The role covers escalated incidents, diagnostics, and collaboration with 1st Line, Infrastructure and suppliers to keep our service levels high.

Based at the Milton Keynes Support Centre with some flexible home working (approximately 1 week in 4). You’ll operate 8am–6pm shifts and participate in an on-call rota with extra pay for on-call work.