IT Support Technician

Wells and Co.; Bedford; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

25 days holiday

Private Healthcare

Life assurance

Pension

Retail discounts

Fun culture in a unique workplace

Job summary

Wells & Co. is seeking a customer-focused 2nd Line IT Support Technician to join our growing hospitality tech team.

You’ll provide 2nd Line support to users across our Support Centre, managed pubs, and locations in the UK and France, working with colleagues to resolve incidents and fulfill requests to keep operations running smoothly. You’ll split time between remote support, hands-on troubleshooting and occasional travel to sites, ensuring excellent service and contributing to IT security and

Qualifications

• Experience in hospitality, retail or multi-site businesses is advantageous.
• Must have Windows desktop end-user support experience.
• Experience deploying and supporting mobile devices.

Responsibilities

• Deliver high-quality 2nd Line support across the business in line with SLAs.
• Providing support for desktops, laptops, mobile devices and business-critical applications.
• Provisioning and deprovisioning users, devices and accounts across on-premise and cloud platforms.
• Supporting infrastructure, network and cloud technologies.
• Assisting with IT and business-led projects.
• Rolling out and supporting technology across sites in the UK and France.
• Supporting EPOS systems, tills and hospitality technologies.
• Working with third-party suppliers and support partners.
• Performing system monitoring and preventive maintenance checks.
• Assisting with patching and maintenance.
• Identifying recurring issues and root-cause analysis to reduce tickets.
• Supporting IT security awareness and escalating risks.
• Contributing to a safe and compliant working environment.

Skills

Windows OS

Mobile devices

Active Directory

DHCP

Microsoft Server

Microsoft 365

Cloud technologies

ITIL

Vendor management / third-party

Tools

Druva

Gamma Horizon

Mimecast

Job description

With a modern new brewery, ambitious pub growth plans, a thriving Pub Partner estate, English pubs across France, and over 150 years of heritage, there's never been a more exciting time to join Wells & Co.

As we continue to grow and invest in our people, technology and estate, we're looking for a customer‑focused 2nd Line IT Support Technician to help keep our teams connected, supported and thriving across the UK and beyond.

This is a fantastic opportunity for an IT professional who enjoys solving problems, building relationships and making a real impact in a fast‑paced hospitality business where no two days are ever the same.

Position:

As an IT Support Technician, you'll provide 2nd Line support to users across our Support Centre, managed pubs and hospitality locations in the UK and France. You'll work closely with colleagues across the business and the wider IT team to resolve incidents, fulfil requests and support the technologies that keep our operations running smoothly.

You'll split your time between remote support, hands‑on troubleshooting and occasional travel to sites, ensuring our users receive an excellent level of service and support at all times.

• Delivering high-quality 2nd Line support across the business in line with agreed SLAs
• Supporting desktops, laptops, mobile devices and business‑critical applications
• Provisioning and deprovisioning users, devices and accounts across on‑premise and cloud platforms
• Supporting infrastructure, network and cloud technologies
• Assisting with IT and business‑led projects
• Rolling out and supporting technology across sites in the UK and France
• Supporting EPOS systems, tills, PDQs and associated hospitality technologies
• Working with third‑party suppliers and support partners
• Performing system monitoring and proactive maintenance checks
• Assisting with patching and preventative maintenance activities
• Identifying recurring issues and helping reduce support ticket volumes through root‑cause analysis
• Supporting IT security awareness and escalating risks where appropriate
• Contributing to a safe and compliant working environment

We're looking for someone who genuinely enjoys helping people, takes ownership of problems and wants to continue developing their career within a growing and evolving business.

Requirements:

Hospitality, retail or multi‑site business experience would be highly advantageous, but you must have experience with:

• Microsoft Windows desktop environments and end‑user support
• Mobile device deployment and support
• Active Directory, DHCP and core server technologies
• Microsoft Server platforms and services
• Microsoft 365 and cloud‑based technologies
• Druva, Gamma Horizon and Mimecast administration/support
• LAN/WAN installation, maintenance and troubleshooting
• IT service delivery frameworks such as ITIL
• Working with third‑party technology providers

Other information:

We will provide you with a great package including:

• £30,000 - £40,000
• 25 days holiday
• Private Healthcare
• Life assurance
• Pension
• Retail discounts
• Fun culture in a unique workplace

We are a people‑first business - Our pubs bring people together, and we believe our teams should reflect the communities we serve. We want everyone to feel welcome, valued, and able to be themselves at work. We are committed to creating an inclusive workplace where people are treated with respect and given equal opportunity to thrive, regardless of their background, experiences, or identity. Whether it's your first role in hospitality or your next career move, if you've got a positive attitude and a passion for looking after people, we'd love to hear from you.

If you need any adjustments or additional support during the recruitment process, please let us know when you apply.