Find More Than 10K+
United Kingdom Jobs

IT Support Analyst

Up to £30,000 plus bonus

Glasgow

Are you an IT Support Analyst with a love for adventure, the outdoors, and a passion for travel? If so, this is a fantastic opportunity to make an impact across our multinational business to improve our systems and processes so we can create more “Macs Moments” for more customers.

Reporting to our CTO, Stuart Hammonds, the IT Support Analyst will play a critical role in the delivery of an exceptional employee experience. You will be supporting and optimising key systems and processes, helping to deliver small change projects and providing first class end-user support to Macs as we enable our customers to plan, book, enjoy, record and share their self-guided active adventures; their “Macs Moments”!

Based in our Glasgow office, you will work across our multinational businesses within the innovative and dynamic technology team.

About Macs Adventure

We’re an adventure tour operator on a mission to be the leading global brand in self-guided, active travel.

Welcoming over 30,000 customers on over 600 walking and cycling trips to destinations around the world, we employ over 100 people across the UK, US and Germany who share our purpose to lead, advocate & enable self-guided, active travel as a positive force for people and planet.

Our Culture

We’re an adventurous business with an ambitious vision. Our aim is to triple the size of the business by 2026. We want to do this the right way and have set ourselves another important goal of achieving BCorp status within 2 years.

Our culture reflects these ambitions. We’re a fast-paced organisation and we like to have fun along the way. We’re looking for people who can grow with Macs and join us on our journey. It’s not the easy route, we’re looking for people who enjoy challenges, love learning and want to make an impact and relate to our core values:

• Love the journey: A Macs trip is all about the journey, not the destination. We are all believers in Macs’ unique brand of self-guided, active travel and shout about it. As more travellers convert to the Macs Way, we accept our business will grow and change. We welcome new connections, and embrace to new opportunities. Carpe diem!
• Take a different path: We’re not different for different’s sake; but we won’t succeed if we’re just the same as everyone else. We devise creative solutions to problems, find new ways of doing things, and trust colleagues who are doing so too. We are brave and feel empowered to take the initiative. We ask ourselves: is what I’m doing authentically Macs?
• Tread thoughtfully: We are considerate, empathetic and try to put ourselves in our customers’, suppliers’, and each other’s shoes. We support local and find ways of having less negative impact on the planet. We find ways of having positive impact on people and communities. We are fair, and we do the right thing.
• Go the extra mile: We know that creating a perfect #MacsMoment involves going that bit further. We imagine the best feedback we can get and set out to earn it. We take ownership and accountability – it’s yours, not someone else’s, problem. We step up and help our teammates when they need us.

What you’ll do

• Troubleshooting and Issue Resolution: Respond to user-reported technical problems promptly, diagnose issues accurately, and provide effective solutions.
• Application Support: Provide administrative support on some key business system (Cloud-telephony solutions, Zendesk, internal systems)
• User Support and Training: Assist end-users with software installations, configurations, and usage queries. Offer training and guidance to help users maximise the benefits of technology tools and applications.
• Onsite Help Desk: Working alongside our external support partners to track, document, and prioritise user requests and incidents, in addition to supporting new starter and leavers processes.
• Hardware and Software Maintenance: Work alongside our support partner to Install, configure, and maintain hardware and software components.
• Collaboration with IT Teams: Work alongside fellow IT professionals to address complex technical challenges and contribute to various IT projects such as system upgrades and software implementations.
• IT Asset Management: Maintain accurate inventories of hardware, software licenses, and warranties. Make recommendations for equipment upgrades and replacements while ensuring efficient allocation of IT assets.
• System Contract Management: Work with the CTO to maintain a list of active systems and applications across the business, and their contractual terms, to look for opportunities to optimise costs.
• Project Management: Working with supplier and the operational teams to deliver small change projects into the business.
• Continuous Improvement: Stay up to date with the latest industry trends and technologies. Identify opportunities for process enhancements and propose innovative solutions to optimise IT support services.

What you’ll bring

• A love of the outdoors and active travel.
• A passion for technology and a customer-centric approach to problem-solving.
• Proven experience in providing technical support and troubleshooting within an IT environment (ideally 2 years).
• Proficiency in diagnosing hardware, software, and network issues, along with the ability to guide users through solutions.
• Good communication skills, both written and verbal, with an ability to convey technical information to non-technical users.
• Knowledge of IT asset management principles and practices.
• A proactive mindset with the ability to work independently and collaboratively within a team.

Not essential, it would be a bonus if you

• Relevant technical certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus.
• Knowledge of the setup and configuration of cloud-based telephony systems.
• Knowledge of Zendesk administration and configuration.

The knowledge and skills we’ve listed represent “the perfect candidate”. No one’s perfect and we know the ‘confidence gap’ can stop brilliant people applying. If you love the sound of this opportunity please apply, we’d love to hear from you.

You could belong here

To deliver adventures for more than 300,000 customers we need to build a company that’s reflective of their diversity. We’re building an inclusive workplace that promotes and values difference, where everyone, from any background, can do their best work and be proud to belong.

What we’ll offer

As well as your salary:

• ANNUAL LEAVE: We’re an inclusive employer and celebrate diversity. We want you to be able to take holidays that matter to you, so 8 public holidays are included in your annual leave allowance of 33 days, which increases to 35 days after 5 years’ service.
• BIRTHDAY BOOSTER: An extra day off on your birthday!
• PENSION: We offer a contributory pension scheme.
• DISCOUNTS: You are eligible for great discounts on Macs Adventure trips!
• TRAVEL INSURANCE: We provide you and your spouse/partner/children with annual worldwide travel insurance.
• FLEXIBLE WORKING: We have a flexible work culture.
• GETTING TOGETHER: Regular team, management and leadership meetings and retreats.
• CULTURE: An innovative, fast growth, international and solution focused culture, where we work hard to embed our values across the business.
• L&D: We support regular learning and development opportunities.
• WELLBEING. We'll support you in looking after your health and wellbeing so you can do your best work.
• TRAVEL: Occasional international travel may be required.

• IMPACT: The opportunity to make a difference in people’s lives and the planet.