2nd Line Infrastructure Analyst

As our 2nd Line Infrastructure Analyst, you will act as the primary escalation point for technical issues that cannot be resolved at first line. You’ll take ownership of incidents through to resolution, supporting users, devices, Microsoft 365 services, identity management and site connectivity, while providing initial triage of infrastructure and business application issues.

You’ll join a business with strong values, a collaborative culture and a commitment to investing in both technology and people. You’ll have the opportunity to work on a wide range of technologies, contribute to key projects and help shape the future of IT services across a growing organisation., * Provide second-line support across infrastructure, end-user computing and business applications.

• Investigate and resolve incidents relating to servers, networks, Wi-Fi, cloud services and site connectivity.
• Perform technical triage and troubleshooting for business-critical systems, including JD Edwards ERP
• Escalate complex issues to internal specialists or external suppliers with clear diagnostics and supporting evidence.
• Maintain accurate records within the IT Service Management system.
• Support change management, problem management and continuous service improvement activities.
• Create and maintain technical documentation and knowledge articles.
• Support IT projects, system rollouts, upgrades and device deployments.
• Assist with joiner, mover and leaver processes, ensuring equipment and access requirements are completed accurately

You’ll be a technically capable IT professional who enjoys solving problems, taking ownership and improving the technology environment that supports a fast-paced manufacturing business.

Essential Experience & Knowledge

• Previous experience within a 2nd Line Support, Service Desk or Infrastructure Support role.
• Demonstrable experience owning and resolving technical incidents.
• Strong knowledge of Windows 10/11, Microsoft 365, Active Directory and Microsoft Entra ID.
• Experience supporting laptops, desktops, mobile devices, printers and peripheral equipment.
• Understanding of endpoint management, software deployment and device security.
• Knowledge of networking fundamentals including TCP/IP, DNS, DHCP, LAN, Wi-Fi and VPN technologies.
• Experience working within ITSM platforms and structured ITIL processes.
• Strong troubleshooting, analytical and problem-solving skills.

Pulled from the full job description

• Referral programme
• Free or subsidised travel
• Company pension
• On-site gym
• On-site parking

At Stonegate Farmers, we’re proud to be one of the UK’s leading producers of free-range and organic eggs. With roots dating back to 1926 and a fresh vision since 2016, we’ve grown into a fully integrated business spanning farming, egg packing, and cooked egg processing.