Senior IT Support Specialist

Senior IT Support Analyst

Keeping technology running. Supporting our people.Enhancing the guest experience.

Hiddenwell is growing — and we’re looking for an experiencedSenior IT Support Analyst to help keep the technology behind our distinctivespa and hotel destinations running smoothly.

We believe great hospitality is about how people feel, andtechnology plays an important role in creating exceptional guest experiences.From supporting our Head Office colleagues to ensuring our resort teams havethe systems and tools they need, reliable technology helps bring the Hiddenwellexperience to life.

We’re looking for a technically accomplished,solutions-focused IT professional with a passion for service, collaboration andcontinuous improvement.

The opportunity

Based at our Head Office in Moreton-in-Marsh, you’ll play akey role in supporting and developing the technology across our growingportfolio of spa and hotel destinations.

As a senior technical escalation point, you’ll takeownership of complex incidents, diagnose issues and deliver lasting solutions.From Microsoft 365 and endpoint management to network infrastructure,resort-critical systems and technology deployments, you’ll help ensure ourcolleagues have secure, reliable technology to do their jobs.

Working with the wider IT team, resort colleagues andsuppliers, you’ll combine hands-on support with technical guidance, projectdelivery and continuous improvement — keeping our systems resilient, our teamssupported and our guest experience running smoothly.

Solve. Support. Improve.

You’ll provide advanced IT support across our resorts,acting as the escalation point for complex technical issues and takingownership through to resolution. With strong knowledge of Microsoft 365, ActiveDirectory, Entra ID and network infrastructure, you’ll help maintain secure,reliable systems and identify opportunities for lasting improvements.

Keep our resorts connected. Keep our teams moving.

You’ll support the technology that keeps our hotels and spasrunning smoothly, from property management and point-of-sale systems to networkconnectivity and business-critical applications. Working closely with resortteams and suppliers, you’ll prioritise issues affecting operations, supporttechnology deployments and help improve services across the estate.

Raise standards. Share knowledge. Inspire confidence.

As a senior member of the team, you’ll coach and supportfellow analysts, share technical knowledge and help develop their skills.You’ll maintain clear documentation, monitor service performance and identifyrecurring issues, helping drive consistency, efficiency and continuousimprovement across our IT services.

Technically confident. Naturally curious. Servicefocused.

You’ll combine strong technical expertise with excellentcommunication and a genuine passion for helping people. Comfortable workingindependently, managing competing priorities and solving complex problems,you’ll take a proactive approach to improving technology and deliveringexceptional support. Above all, you’ll understand that great IT support isabout people, and the difference it makes to our colleagues and guests.

What you’ll bring

You’ll be an experienced IT support professional with aproven background in Level 2 or Level 3 technical support, ideally within amulti-site organisation or operationally demanding environment.

Most importantly, you’ll bring:

• Provenexperience diagnosing complex technical issues and managing them independentlythrough to resolution.
• Stronghands-on experience administering Microsoft 365, Active Directory and MicrosoftEntra ID.
• Excellentknowledge of Windows endpoints, device management and endpoint security.
• Agood understanding of Active Directory, Group Policy, DNS, DHCP, TCP/IP, VLANs,VPNs and Wi-Fi.
• Experiencesupporting end-user computing services and a range of business applications.
• Experiencemanaging incidents, problems and changes within an IT service managementenvironment.
• Theability to assess operational risk and prioritise incidents affectingguest-facing services.
• Experienceproducing clear technical documentation, knowledge articles and supportprocedures.
• Theconfidence and communication skills to coach colleagues and provide technicalguidance.
• Anunderstanding of GDPR-related requests, including Subject Access Requests(SARs), and the importance of secure data discovery, retrieval and exportacross IT systems.
• Strongorganisational skills, attention to detail and the ability to manage multiplepriorities.
• Aproactive, adaptable and solutions-focused approach, with a genuine passion fordelivering great service.

You’ll be based at our Head Office in Moreton-in-Marsh, withregular travel to our spa and hotel properties. A full UK driving licence andaccess to your own vehicle are essential.

Additional experience that would be beneficial includes:

• MicrosoftIntune and endpoint management.
• PowerShellscripting and task automation.
• MicrosoftDefender and security administration.
• Azureadministration fundamentals.
• Networkmonitoring and diagnostic tools.
• SharePointand Remote Desktop Services.
• ITILFoundation or equivalent knowledge.
• Supportinghighly available, multi-site environments.
• Managingtechnical suppliers and escalations.
• Experiencesupporting hospitality systems and applications.

What matters to us

At Hiddenwell, we value exceptional hospitality,individuality, passion, teamwork, integrity and continuous improvement.

We’re looking for someone who takes ownership, sharesknowledge and brings a positive, collaborative approach to every challenge.Someone who looks beyond the immediate fix, strives to make things better andunderstands that great IT support is ultimately about people — helping ourcolleagues succeed and delivering the best possible experience for our guests.

Why Hiddenwell? Why now?

Join Hiddenwell at an exciting time in our growth, helpingshape the technology and IT services that support our expanding collection ofspa and hotel destinations.

You’ll work across a varied technology environment,contribute to new projects and improvements, and make a real difference to thecolleagues and guests who rely on our systems every day.

If you’re an experienced IT professional who loves solvingproblems, supporting people and making technology work brilliantly, we’d loveto hear from you.

Well hidden. Best found.