At a Glance
- Tasks: Provide 2nd line IT support across various systems and ensure smooth operations.
- Company: Join Mission Mars, a vibrant and inclusive tech-driven hospitality company.
- Benefits: Enjoy a competitive salary, bonus scheme, and discounts at all venues.
- Other info: Great opportunities for growth and a fun office culture with regular events.
- Why this job: Be part of a dynamic team and make a real impact in a fast-paced environment.
- Qualifications: Previous 2nd line IT support experience and a passion for technology required.
The predicted salary is between 30000 - 32000 £ per year.
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
- 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
Manchester - 2nd Line IT Support Analyst employer: Mission Mars
At Mission Mars, we pride ourselves on being an excellent employer, offering a vibrant and collaborative office culture in the heart of Manchester City Centre. With competitive salaries, a generous bonus scheme, and a strong focus on employee wellbeing and growth opportunities, we ensure our team members thrive in a fast-paced hospitality environment. Join us for not just a job, but a rewarding career where your passion for technology and customer service can truly shine.
StudySmarter Expert Advice🤫
We think this is how you could land Manchester - 2nd Line IT Support Analyst
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Mission Mars. Understand their values, culture, and what they do. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Brush up on your technical skills related to Microsoft 365, Active Directory, and networking fundamentals. Be ready to demonstrate your troubleshooting abilities during the interview, as they'll want to see how you handle real-life scenarios.
✨Tip Number 3
Show off your customer service skills! Since this role is all about providing excellent IT support, be prepared to share examples of how you've helped non-technical users in the past. Highlight your ability to stay calm under pressure and build positive relationships.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a great way to keep yourself on their radar and show that you’re enthusiastic about the role.
We think you need these skills to ace Manchester - 2nd Line IT Support Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in 2nd line IT support. Use keywords from the job description, like 'Microsoft 365' and 'Active Directory', to show we’re looking for someone with your skills.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share why you’re passionate about technology and how your previous roles have prepared you for this position. Keep it friendly and professional, just like us!
Show Off Your Customer Service Skills:Since we’re all about providing excellent IT support, make sure to mention any experience you have in customer service. Highlight how you’ve helped non-technical users in the past – it’ll really resonate with us!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to see your application and get you into our system quickly. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Mission Mars
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Microsoft 365, Active Directory, and networking fundamentals. Be ready to discuss your previous experiences in troubleshooting hardware and software issues, as well as any specific systems you've worked with.
✨Show Off Your Customer Service Skills
Since this role is all about providing excellent IT support, be prepared to share examples of how you've delivered great customer service in the past. Think about times when you helped non-technical users and how you built positive relationships with colleagues.
✨Familiarise Yourself with Hospitality Systems
If you have experience with EPOS systems or other hospitality-specific technologies, make sure to highlight that. Even if you don’t, do a bit of research on these systems so you can speak confidently about how they work and their importance in a fast-paced environment.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions where you'll need to demonstrate your problem-solving skills under pressure. Practice articulating your thought process clearly, as this will show your ability to remain calm and organised while tackling IT challenges.
