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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 2nd Line IT SD Analyst - **Company:** Welcome Break - **Location:** Newport Pagnell, UK (Remote available) - **Experience:** Experienced - **Salary:** £28,663.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Dynamic Host Configuration Protocol, Domain Name System (DNS), Information Technology Operations, Virtual Private Networks (VPN), Windows PowerShell, Azure Active Directory, SAP Sales and Distribution, Software Deployment, TCP/IP, User Environment Management, Windows Desktop, Wi-Fi Technology, Microsoft InTune - **Published:** September 26, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5898668601 ## About the Role * Minimum three years' experience in a similar IT support role within an ITIL environment * Experience using IT service management platforms, with a strong customer service background * Confidence troubleshooting Microsoft 365, Windows desktop operating systems, Microsoft Entra ID, Active Directory, Group Policy, endpoint hardware and mobile devices * A good understanding of networking, including TCP/IP, DNS, DHCP, Wi-Fi and VPNs * Experience with Intune or other endpoint-management tools, remote support, software deployment and site-based technologies * Basic PowerShell or automation skills would be a real advantage * A proactive approach, with the ability to take ownership, communicate clearly, balance changing priorities and stay calm in challenging situations ## Description Ready to take the next step in your IT support career? We're looking for a proactive and customer-focused 2nd Line Support Analyst to join our IT team and help keep Welcome Break connected, supported and moving forward. Technology keeps our 62 service areas, 31 hotels and Support Centre running. Our IT Operations team supports the systems behind our world-class brands, forecourts and growing EV network. This role is based at our Milton Keynes Support Centre, with some flexible home working (typically 1 week in 4). You'll work within a shift pattern covering our core hours of 8am to 6pm and take part in an on-call rota, with additional payment for on-call participation. What a 2nd Line Support Analyst will do: * Taking ownership of escalated incidents and service requests through to resolution, keeping customers updated along the way. * Completing structured technical diagnosis using logs, monitoring tools, known errors and supplier documentation. * Working closely with 1st Line Support, Infrastructure, Applications and third-party suppliers to resolve issues and maintain service quality. * Prioritising your day-to-day workload in line with business needs and agreed service levels. * Supporting major incidents, identifying recurring trends and contributing to root cause analysis. * Maintaining security standards, managing supported assets and helping to improve team knowledge articles. * Looking for practical ways to improve our systems, processes and end-user experience. * Travelling to Welcome Break sites when required. ## Related Videos - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Blazor Unleashed: The Future of .NET Web Development](https://www.wearedevelopers.com/videos/1564-blazor-unleashed-the-future-of-net-web-development) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)