Senior IT Support Analyst

Senior IT Support Analyst

Keeping technology running. Supporting our people. Enhancing the guest experience.

Hiddenwell is growing — and we’re looking for an experienced Senior IT Support Analyst to help keep the technology behind our distinctive spa and hotel destinations running smoothly.

We believe great hospitality is about how people feel, and technology plays an important role in creating exceptional guest experiences. From supporting our Head Office colleagues to ensuring our resort teams have the systems and tools they need, reliable technology helps bring the Hiddenwell experience to life.

We’re looking for a technically accomplished, solutions-focused IT professional with a passion for service, collaboration and continuous improvement.

The opportunity

Based at our Head Office in Moreton-in-Marsh, you’ll play a key role in supporting and developing the technology across our growing portfolio of spa and hotel destinations.

As a senior technical escalation point, you’ll take ownership of complex incidents, diagnose issues and deliver lasting solutions. From Microsoft 365 and endpoint management to network infrastructure, resort-critical systems and technology deployments, you’ll help ensure our colleagues have secure, reliable technology to do their jobs.

Working with the wider IT team, resort colleagues and suppliers, you’ll combine hands-on support with technical guidance, project delivery and continuous improvement — keeping our systems resilient, our teams supported and our guest experience running smoothly.

Solve. Support. Improve.

You’ll provide advanced IT support across our resorts, acting as the escalation point for complex technical issues and taking ownership through to resolution. With strong knowledge of Microsoft 365, Active Directory, Entra ID and network infrastructure, you’ll help maintain secure, reliable systems and identify opportunities for lasting improvements.

Keep our resorts connected. Keep our teams moving.

You’ll support the technology that keeps our hotels and spas running smoothly, from property management and point-of-sale systems to network connectivity and business-critical applications. Working closely with resort teams and suppliers, you’ll prioritise issues affecting operations, support technology deployments and help improve services across the estate.

 Raise standards. Share knowledge. Inspire confidence.

As a senior member of the team, you’ll coach and support fellow analysts, share technical knowledge and help develop their skills. You’ll maintain clear documentation, monitor service performance and identify recurring issues, helping drive consistency, efficiency and continuous improvement across our IT services.

Technically confident. Naturally curious. Service focused.

You’ll combine strong technical expertise with excellent communication and a genuine passion for helping people. Comfortable working independently, managing competing priorities and solving complex problems, you’ll take a proactive approach to improving technology and delivering exceptional support. Above all, you’ll understand that great IT support is about people, and the difference it makes to our colleagues and guests.

What you’ll bring

You’ll be an experienced IT support professional with a proven background in Level 2 or Level 3 technical support, ideally within a multi-site organisation or operationally demanding environment.

Most importantly, you’ll bring:

• Proven experience diagnosing complex technical issues and managing them independently through to resolution.
• Strong hands-on experience administering Microsoft 365, Active Directory and Microsoft Entra ID.
• Excellent knowledge of Windows endpoints, device management and endpoint security.
• A good understanding of Active Directory, Group Policy, DNS, DHCP, TCP/IP, VLANs, VPNs and Wi-Fi.
• Experience supporting end-user computing services and a range of business applications.
• Experience managing incidents, problems and changes within an IT service management environment.
• The ability to assess operational risk and prioritise incidents affecting guest-facing services.
• Experience producing clear technical documentation, knowledge articles and support procedures.
• The confidence and communication skills to coach colleagues and provide technical guidance.
• An understanding of GDPR-related requests, including Subject Access Requests (SARs), and the importance of secure data discovery, retrieval and export across IT systems.
• Strong organisational skills, attention to detail and the ability to manage multiple priorities.
• A proactive, adaptable and solutions-focused approach, with a genuine passion for delivering great service.

You’ll be based at our Head Office in Moreton-in-Marsh, with regular travel to our spa and hotel properties. A full UK driving licence and access to your own vehicle are essential.

Additional experience that would be beneficial includes:

• Microsoft Intune and endpoint management.
• PowerShell scripting and task automation.
• Microsoft Defender and security administration.
• Azure administration fundamentals.
• Network monitoring and diagnostic tools.
• SharePoint and Remote Desktop Services.
• ITIL Foundation or equivalent knowledge.
• Supporting highly available, multi-site environments.
• Managing technical suppliers and escalations.
• Experience supporting hospitality systems and applications.

What matters to us

At Hiddenwell, we value exceptional hospitality, individuality, passion, teamwork, integrity and continuous improvement.

We’re looking for someone who takes ownership, shares knowledge and brings a positive, collaborative approach to every challenge. Someone who looks beyond the immediate fix, strives to make things better and understands that great IT support is ultimately about people — helping our colleagues succeed and delivering the best possible experience for our guests.

Why Hiddenwell? Why now?

Join Hiddenwell at an exciting time in our growth, helping shape the technology and IT services that support our expanding collection of spa and hotel destinations.

You’ll work across a varied technology environment, contribute to new projects and improvements, and make a real difference to the colleagues and guests who rely on our systems every day.

If you’re an experienced IT professional who loves solving problems, supporting people and making technology work brilliantly, we’d love to hear from you.

Well hidden. Best found.

Senior IT Support Analyst

Keeping technology running. Supporting our people. Enhancing the guest experience.

Hiddenwell is growing — and we’re looking for an experienced Senior IT Support Analyst to help keep the technology behind our distinctive spa and hotel destinations running smoothly.

We believe great hospitality is about how people feel, and technology plays an important role in creating exceptional guest experiences. From supporting our Head Office colleagues to ensuring our resort teams have the systems and tools they need, reliable technology helps bring the Hiddenwell experience to life.

We’re looking for a technically accomplished, solutions-focused IT professional with a passion for service, collaboration and continuous improvement.

The opportunity

Based at our Head Office in Moreton-in-Marsh, you’ll play a key role in supporting and developing the technology across our growing portfolio of spa and hotel destinations.

As a senior technical escalation point, you’ll take ownership of complex incidents, diagnose issues and deliver lasting solutions. From Microsoft 365 and endpoint management to network infrastructure, resort-critical systems and technology deployments, you’ll help ensure our colleagues have secure, reliable technology to do their jobs.

Working with the wider IT team, resort colleagues and suppliers, you’ll combine hands-on support with technical guidance, project delivery and continuous improvement — keeping our systems resilient, our teams supported and our guest experience running smoothly.

Solve. Support. Improve.

You’ll provide advanced IT support across our resorts, acting as the escalation point for complex technical issues and taking ownership through to resolution. With strong knowledge of Microsoft 365, Active Directory, Entra ID and network infrastructure, you’ll help maintain secure, reliable systems and identify opportunities for lasting improvements.

Keep our resorts connected. Keep our teams moving.

You’ll support the technology that keeps our hotels and spas running smoothly, from property management and point-of-sale systems to network connectivity and business-critical applications. Working closely with resort teams and suppliers, you’ll prioritise issues affecting operations, support technology deployments and help improve services across the estate.

 Raise standards. Share knowledge. Inspire confidence.

As a senior member of the team, you’ll coach and support fellow analysts, share technical knowledge and help develop their skills. You’ll maintain clear documentation, monitor service performance and identify recurring issues, helping drive consistency, efficiency and continuous improvement across our IT services.

Technically confident. Naturally curious. Service focused.

You’ll combine strong technical expertise with excellent communication and a genuine passion for helping people. Comfortable working independently, managing competing priorities and solving complex problems, you’ll take a proactive approach to improving technology and delivering exceptional support. Above all, you’ll understand that great IT support is about people, and the difference it makes to our colleagues and guests.

What you’ll bring

You’ll be an experienced IT support professional with a proven background in Level 2 or Level 3 technical support, ideally within a multi-site organisation or operationally demanding environment.

Most importantly, you’ll bring:

• Proven experience diagnosing complex technical issues and managing them independently through to resolution.
• Strong hands-on experience administering Microsoft 365, Active Directory and Microsoft Entra ID.
• Excellent knowledge of Windows endpoints, device management and endpoint security.
• A good understanding of Active Directory, Group Policy, DNS, DHCP, TCP/IP, VLANs, VPNs and Wi-Fi.
• Experience supporting end-user computing services and a range of business applications.
• Experience managing incidents, problems and changes within an IT service management environment.
• The ability to assess operational risk and prioritise incidents affecting guest-facing services.
• Experience producing clear technical documentation, knowledge articles and support procedures.
• The confidence and communication skills to coach colleagues and provide technical guidance.
• An understanding of GDPR-related requests, including Subject Access Requests (SARs), and the importance of secure data discovery, retrieval and export across IT systems.
• Strong organisational skills, attention to detail and the ability to manage multiple priorities.
• A proactive, adaptable and solutions-focused approach, with a genuine passion for delivering great service.

You’ll be based at our Head Office in Moreton-in-Marsh, with regular travel to our spa and hotel properties. A full UK driving licence and access to your own vehicle are essential.

Additional experience that would be beneficial includes:

• Microsoft Intune and endpoint management.
• PowerShell scripting and task automation.
• Microsoft Defender and security administration.
• Azure administration fundamentals.
• Network monitoring and diagnostic tools.
• SharePoint and Remote Desktop Services.
• ITIL Foundation or equivalent knowledge.
• Supporting highly available, multi-site environments.
• Managing technical suppliers and escalations.
• Experience supporting hospitality systems and applications.

What matters to us

At Hiddenwell, we value exceptional hospitality, individuality, passion, teamwork, integrity and continuous improvement.

We’re looking for someone who takes ownership, shares knowledge and brings a positive, collaborative approach to every challenge. Someone who looks beyond the immediate fix, strives to make things better and understands that great IT support is ultimately about people — helping our colleagues succeed and delivering the best possible experience for our guests.

Why Hiddenwell? Why now?

Join Hiddenwell at an exciting time in our growth, helping shape the technology and IT services that support our expanding collection of spa and hotel destinations.

You’ll work across a varied technology environment, contribute to new projects and improvements, and make a real difference to the colleagues and guests who rely on our systems every day.

If you’re an experienced IT professional who loves solving problems, supporting people and making technology work brilliantly, we’d love to hear from you.

Well hidden. Best found.