Manchester - 2nd Line IT Support Analyst

2nd Line IT Support Analyst - Mission Mars

Location: Office Based,Mission Mars Support Centre - Manchester City Centre (with travel to sites as required)

Reporting To: IT Manager

Salary: £30, per annum + up to 30% bonus per annum (paid quarterly)

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.

• 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.

• 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.

• Experience working in hospitality in either a guest facing or office support role.
• Experience with EPOS systems.
• Full UK driving licence.

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

• 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