Senior IT Support Analyst

ABOUT THE ROLE
Willow Communications supports the Windows PCs, media players, software and AV systems that keep entertainment running in venues across the UK.
We’re looking for an experienced IT support professional who can investigate unfamiliar faults, make sense of the evidence and take responsibility for getting systems working again.
You’ll be the senior technical escalation point on our Service Desk: the person colleagues turn to when an incident needs deeper diagnosis. Alongside remote troubleshooting and customer support, you’ll take responsibility for PC and media player builds, imaging and configuration.
The systems we support operate in live, revenue-generating venues. When something stops working, customers need clear communication, sound judgement and someone who follows the problem through to resolution.
HOW TO APPLY
Send your CV and your answer to the following written task:
Written task — around 500 words
Applications without the written answer will not be considered.
Tell us about a difficult technical problem you have personally diagnosed and fixed. Pick one where the cause was not obvious, where other people had already tried and failed, or where something live depended on it getting sorted.
What did you check first, what did you rule out, how did you get to the actual cause, and what did you do about it?
Write the answer yourself, in your own words. We will ask you to talk us through the detail at interview. The interview process also includes a short practical troubleshooting exercise.
WHAT YOU'LL DO
* 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 your next steps.
* Own incidents from initial investigation through to 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.
WHAT WE'RE LOOKING FOR
You’ll need:
* 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 your investigations, written records and preparation of equipment.
* Clear written and verbal communication, with the confidence to guide non-technical customers through checks.
* A calm, professional approach when customers are under pressure.
* Evidence of improving documentation, technical processes or the way a support team works.
* A recognised qualification in IT, Computing or Computer Science, shown by a qualification such as a BTEC Level 3, A Level or AS Level, HNC, HND or degree, or by a certification earned in your own time, such as CompTIA A+ or a Microsoft certification at any level.
Previous AV hardware experience is useful, but not essential.
WORKING WITH AI
Willow is an AI-first business. We use tools such as Claude and ChatGPT to improve how we investigate problems, document solutions and support customers.
Practical experience using AI in your day-to-day work is a requirement. You should be able to discuss specific examples, explain how you checked the output and show where it helped you work more effectively.
You’ll also help the team identify useful applications of AI and turn them into consistent working practices.
ABOUT WILLOW
Willow Communications, part of Stage Electrics Group, designs, installs and supports entertainment and AV technology for some of the UK’s best-known leisure and hospitality brands.
Our software platforms and media player estate run in venues across the country every day. This role gives you a direct influence on the reliability of those systems and how our Service Desk supports them.
WHAT YOU GET
This role is based at our Northampton office, NN4, Monday to Friday, 09:00–17:30. It is fully office-based.
You will join the out-of-hours support rota once trained, with paid rota uplift.
* A competitive salary, commensurate with the experience, expertise and value you bring to the role.
* Additional paid out-of-hours rota uplift.
* Company bonus scheme.
* Company-paid healthcare cash plan and Employee Assistance Programme.
* A paid Giving Back day each year to volunteer in your community.
* RewardHub discounts on everyday shopping, electronics and holidays.
* Company pension and sick pay.
* 20 days’ holiday plus bank holidays.
* Career progression opportunities within Willow and the wider Stage Electrics Group