{"id":2123412,"url":"https://alion.io/job/willow-communications-senior-it-support-analyst","title":"Senior IT Support Analyst","company":{"id":2218471,"name":"Willow Communications","domain":"willowcommunications.com","url":"https://alion.io/company/willowcommunications","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Northampton, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":30000,"max":34000,"currency":"GBP","period":"year","gross":null,"usd_annual":44934},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ChatGPT","optional":false},{"name":"Claude","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-02T06:13:38Z","employer_posted_date":null,"last_verified_at":"2026-10-02T06:13:38Z","board_verified":false,"closed_at":null,"days_open":28,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":28},"description":"ABOUT THE ROLE\nWillow Communications supports the Windows PCs, media players, software and AV systems that keep entertainment running in venues across the UK.\nWe’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.\nYou’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.\nThe 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.\nHOW TO APPLY\nSend your CV and your answer to the following written task:\nWritten task — around 500 words\nApplications without the written answer will not be considered.\nTell 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.\nWhat did you check first, what did you rule out, how did you get to the actual cause, and what did you do about it?\nWrite 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.\nWHAT YOU'LL DO\nDiagnose and resolve complex first- and second-line incidents across Windows, networking, media players, AV hardware and third-party software.\nInvestigate faults methodically, test possible causes and use the results to determine your next steps.\nOwn incidents from initial investigation through to resolution, verification and documentation.\nBuild, image and configure PCs and media players to a consistent, documented standard.\nProvide technical guidance and escalation support to colleagues.\nCommunicate clearly with customers by phone, ticket and email, including during incidents affecting live operations.\nImprove knowledge base articles, troubleshooting guides and ticket templates.\nUse AI tools to support troubleshooting, ticket summarisation, customer communication and documentation.\nLead the practical adoption of useful AI tools and working methods across the Service Desk.\nParticipate in the out-of-hours support rota once trained, providing senior technical cover.\nWHAT WE'RE LOOKING FOR\nYou’ll need:\nStrong practical experience in second-line IT support or a comparable hands-on technical support role.\nConfidence diagnosing Windows, network connectivity and PC hardware problems.\nPractical experience building, imaging and configuring PCs.\nA methodical approach to unfamiliar problems, including the ability to explain what you checked, what you ruled out and why.\nEvidence of taking ownership of incidents and following them through to resolution.\nAttention to detail in your investigations, written records and preparation of equipment.\nClear written and verbal communication, with the confidence to guide non-technical customers through checks.\nA calm, professional approach when customers are under pressure.\nEvidence of improving documentation, technical processes or the way a support team works.\nA 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.\nPrevious AV hardware experience is useful, but not essential.\nWORKING WITH AI\nWillow is an AI-first business. We use tools such as Claude and ChatGPT to improve how we investigate problems, document solutions and support customers.\nPractical 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.\nYou’ll also help the team identify useful applications of AI and turn them into consistent working practices.\nABOUT WILLOW\nWillow 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.\nOur 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.\nWHAT YOU GET\nThis role is based at our Northampton office, NN4, Monday to Friday, 09:00–17:30. It is fully office-based.\nYou will join the out-of-hours support rota once trained, with paid rota uplift.\nA competitive salary, commensurate with the experience, expertise and value you bring to the role.\nAdditional paid out-of-hours rota uplift.\nCompany bonus scheme.\nCompany-paid healthcare cash plan and Employee Assistance Programme.\nA paid Giving Back day each year to volunteer in your community.\nRewardHub discounts on everyday shopping, electronics and holidays.\nCompany pension and sick pay.\n20 days’ holiday plus bank holidays.\nCareer progression opportunities within Willow and the wider Stage Electrics Group.","description_format":"text","description_chars":5298,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-09T00:12:35Z"}],"visa":[],"liveness":{"score":48,"band":"ok","label":"Likely open","p_open":0.85,"p_active":0.755,"p_room":0.75,"age_days":27,"expected_fill_days":28,"reasons":["seen:27","win:late"],"computed_at":"2026-10-30T05:48:23Z"},"pay":{"stated_usd_annual":44934,"is_top_pay":false},"html_url":"https://alion.io/job/willow-communications-senior-it-support-analyst","json_url":"https://alion.io/job/willow-communications-senior-it-support-analyst.json","meta":{"generated_at":"2026-10-30T09:35:25Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13781,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2218471},"rest":"https://alion.io/mcp/rest/get_company?id=2218471"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwillow-communications-senior-it-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwillow-communications-senior-it-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwillow-communications-senior-it-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/willow-communications-senior-it-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwillow-communications-senior-it-support-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2123412}},{"tool":"search_jobs","arguments":{"company":"willowcommunications.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2123412},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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