{"@context":"https://schema.org/","@type":"JobPosting","title":"2nd Line Support Analyst
Role details
Job location
Tech stack
Job description
The Role: Second Line Application Support Analyst
You'll join our Unified Application Services (UAS) team, taking the lead on diagnosing, fixing, and improving the retail applications our clients rely on across head office, stores, and distribution centres.
This isn't just break-fix. You'll become a trusted expert, working closely with 1st-3rd line teams, suppliers, and customer stakeholders to keep systems stable, solve recurring problems, and continuously improve how we support our customers.
If you love getting stuck into complex issues, enjoy learning new systems, and thrive in a collaborative environment - this is the perfect next step. What You'll Be Doing
Application & Incident Support
- Own 2nd line application incidents and service requests.
- Troubleshoot using log analysis, SQL queries, dependency checks and structured diagnostics.
- Guide and support 1st line teams to drive better first-time resolution.
- Work with suppliers and 3rd line teams when deeper expertise is needed.
Problem Management & Continuous Improvement
- Spot recurring issues and help drive root cause analysis.
- Suggest service improvements and refine processes, documentation, and monitoring.
- Carry out minor application config and admin tasks.
Communication & Collaboration
- Work with technical teams, suppliers, and non-technical users.
- Provide clear updates and reassurance during incidents.
- Build strong relationships and develop an understanding of B2C and B2B retail environments.
Knowledge Sharing
- Create clear, helpful documentation and knowledge articles.
- Share expertise to support team development and reduce single points of failure.
Out-of-Hours Support
- Join an on-call rota once trained, helping keep critical retail applications running 24/7.
Requirements
Essential
- Experience in 2nd line application support or a similar environment.
- Strong understanding of incident, problem, and change management.
- Confident communicator who can support non-technical users.
- Logical thinker who enjoys investigating and solving issues.
- Experience with business-critical applications in retail or multi-site environments.
- Proactive attitude, ownership mindset, and eagerness to learn.
Desirable Experience with any of the following is a bonus:
- Windows Server
- Microsoft 365
- Active Directory
- SQL Server
- PowerShell/Python
- AWS or cloud applications
- Monitoring tools (e.g., SolarWinds)
- Legacy platforms (iSeries, RTI)
- Managing third-party or SaaS incidents
Benefits & conditions
- 25 days holiday + bank holidays
- Buy up to 5 extra days
- Discounts & perks via our Benefits Hub
- Travel pass loan & cycle to work scheme
- £1,000 refer-a-friend bonus
- Discounted dental care
- Access to childcare scheme
