IT Support Analyst 2nd Line

We are looking for a proactive and customer-focused IT Support Analyst (2nd Line) to join our IT team in our Sustainable Distribution Centre in Northampton. This role is ideal for someone who enjoys solving technical challenges, improving user experiences, and contributing to business-critical IT projects in the cutting-edge logistics facility., 1. IT Infrastructure Support

• Manage local site IT projects from initial planning through to successful delivery.
• Work with project teams to transition new solutions into Business as Usual (BAU), ensuring documentation is completed and maintained.
• Provide 2nd-line support for users, hardware, software, and network services across multiple locations through ServiceNow, telephone, and email channels.
• Investigate and resolve infrastructure issues relating to software, hardware, and networking in a timely manner.
• Perform network troubleshooting, including IP addressing, VLANs, wireless technologies, switching, routing, protocols, and diagnostic tools.
• Support ongoing maintenance activities including system updates, service packs, hotfixes, and software upgrades.
• Ensure endpoint security and anti-virus solutions remain current across the IT estate.
• Share knowledge with colleagues, support the development of 1st-line teams, and collaborate with 3rd-line specialists to continually broaden technical expertise.
• Maintain clear, accurate, and consistent technical documentation and work instructions.
• Adhere to IT governance, change management processes, and operational policies.
• Participate in out-of-hours support activities where required.
• Provide on-site support during normal business hours.

2. Stakeholder Support (On-Site)

• Deliver a high-quality, customer-focused support experience to employees and stakeholders.
• Build strong working relationships across departments to understand operational needs and improve service delivery.
• Provide clear technical guidance and advice to users of varying technical abilities.
• Support senior stakeholders, VIP users, and business-critical functions with professionalism and discretion.
• Manage stakeholder expectations effectively, ensuring requirements are clearly understood and communicated.

3. Project & Initiative Delivery

• Contribute to IT and operational projects including technology rollouts, upgrades, migrations, and infrastructure improvements.
• Assist with planning, testing, and implementation of new technologies and solutions.
• Work collaboratively with internal IT teams and external suppliers to achieve successful project outcomes.
• Identify opportunities for automation, process optimisation, and service enhancement.
• Support continuous improvement initiatives that increase efficiency, reliability, and customer satisfaction.

4. Continuous Improvement

• Stay up to date with emerging technologies, industry best practice, and market trends.
• Recommend and implement improvements that enhance operational effectiveness and customer experience.
• Continuously review processes and procedures to drive efficiency, innovation, and service excellence.

• Industry-recognised IT qualification (MCSE or equivalent experience).
• ITIL Foundation knowledge, including Incident, Request, and Change Management processes.
• Experience working within a 2nd-line IT support environment.
• Strong understanding of networking fundamentals including TCP/IP.
• Experience supporting Active Directory and Microsoft Entra user and group administration.
• Strong troubleshooting and diagnostic skills across hardware, software, and infrastructure environments.
• Experience with cloud-based device management solutions such as Microsoft Intune or 42Gears.
• Infrastructure experience including cabling, hardware replacement, and network equipment support.
• Understanding of disaster recovery and business continuity principles.
• Experience managing or contributing to technical projects.
• Ability to independently investigate issues and implement effective solutions.
• Excellent customer service and service delivery focus.
• Strong attention to detail and ability to maintain accurate documentation.
• Excellent verbal and written communication skills, adapting communication style to different audiences.
• Ability to balance technical requirements with wider business and customer needs.
• Flexible, adaptable, and eager to learn new technologies.
• Full UK driving licence with willingness to travel occasionally within the UK.
• Strong understanding of network architecture, including DNS, reservations, and traffic management.
• Knowledge of resilient infrastructure design, including power, networking, and communications redundancy.
• Advanced experience supporting Zebra label printers, including ZPL configuration and troubleshooting.
• Experience with barcode scanning technologies and warehouse operations environments.
• Experience supporting senior business stakeholders and external customer representatives.
• Ability to challenge existing processes and implement best practice improvements.
• Experience working with third-party suppliers and managing service delivery outcomes.
• Strong awareness of IT security principles and risk management practices.
• Understanding of Health & Safety requirements, RAMS, vendor management, and site compliance processes.
• Subject Matter Expert (SME) knowledge in one or more technical disciplines, with experience coaching colleagues and producing standard operating procedures.
• Experience handling escalated and complex technical incidents.

• Base salary of £39,339.24
• 25 days' holiday (excluding bank holidays) and 5 days Volunteer Leave per year
• Opportunity for Unpaid Leave
• Up to 10 days international remote working
• Free Eye Test
• Employee Referral Scheme
• Cycle to Work scheme
• Critical Illness Cover
• Free online Fitness Platform i.e., Pilates & Yoga, Mindfulness/Meditation, 24/7 support, advice, diet and Nutrition
• On Site Mental health First Aiders
• Employee benefits i.e., Free eye test*, up to 25% off gym membership, high street vouchers
• Free access to 24/7 online GP, mental health support service, Life Events Counselling, Care Concierge Service, Health Cash Plan, Karo Health.
• Tailored development and career opportunities

Yusen Logistics is working to become the world's preferred supply chain logistics company. Our complete offer is designed to forge better connections between businesses, customers and communities - through innovative supply chain management, freight forwarding, warehousing and distribution services. As a company we're dedicated to a culture of continuous improvement, ensuring everyone who works with us is committed, connected and creative in making us the world's preferred choice.