Senior IT Support Analyst

Salary: £30,000 - 34,000 per year

Requirements:

• Strong practical experience in second-line IT support or a comparable hands-on technical support role.
• Confidence diagnosing Windows, network connectivity and PC hardware problems.
• Practical experience building, imaging and configuring PCs.
• A methodical approach to unfamiliar problems, including the ability to explain what you checked, what you ruled out and why.
• Evidence of taking ownership of incidents and following them through to resolution.
• Attention to detail in investigations, written records and equipment preparation.
• Clear written and verbal communication, with confidence guiding non-technical customers through checks.
• A calm, professional approach when customers are under pressure.
• Evidence of improving documentation, technical processes or support team practices.
• A recognised IT, Computing or Computer Science qualification, such as a BTEC Level 3, A Level or AS Level, HNC, HND or degree, or a certification earned independently, such as CompTIA A+ or a Microsoft certification at any level.
• Practical experience using AI tools in day-to-day work, with specific examples and the ability to explain how you checked the output and how it helped.
• Previous AV hardware experience is useful but not essential.
• Applicants must submit a written response of up to 500 words describing a difficult technical problem they personally diagnosed and fixed. Applications without the written answer will not be considered.

Responsibilities:

• Diagnose and resolve complex first- and second-line incidents across Windows, networking, media players, AV hardware and third-party software.
• Investigate faults methodically, test possible causes and use the results to determine next steps.
• Own incidents from initial investigation through resolution, verification and documentation.
• Build, image and configure PCs and media players to a consistent, documented standard.
• Provide technical guidance and escalation support to colleagues.
• Communicate clearly with customers by phone, ticket and email, including during incidents affecting live operations.
• Improve knowledge base articles, troubleshooting guides and ticket templates.
• Use AI tools to support troubleshooting, ticket summarisation, customer communication and documentation.
• Lead the practical adoption of useful AI tools and working methods across the Service Desk.
• Participate in the out-of-hours support rota once trained, providing senior technical cover.

Technologies:

• AI
• ChatGPT
• Hardware
• Support
• Network
• Windows
• LESS

More:

We are Willow Communications, part of Stage Electrics Group. We design, install and support entertainment and AV technology for well-known leisure and hospitality brands across the UK. Our software platforms and media players operate in venues nationwide, and this role directly influences system reliability and Service Desk support. We are an AI-first business and use tools such as Claude and ChatGPT to improve investigations, documentation and customer support. The role is based fully in person at our Northampton office (NN4), Monday to Friday, 09:00–17:30. Salary is £30,000–£34,000 per year, depending on experience. Benefits include paid out-of-hours rota uplift, a company bonus scheme, company-paid healthcare cash plan and Employee Assistance Programme, a paid annual Giving Back day, RewardHub discounts, company pension and sick pay, 20 days holiday plus bank holidays, and career progression opportunities within Willow and the wider Stage Electrics Group. The interview process includes a practical troubleshooting exercise.

last updated 39 week of 2026