IT Support Analyst 2nd Line

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.

We are looking for an IT Support Analyst 2nd Line for our Sustainable Distribution Centre site in Northampton (NN7 2QA) to support the IT and infrastructure needs of a cutting-edge logistics facility.

The position holder will troubleshoot and fix individual and business IT issues. They will identify trends in tickets and work to resolve broader issues.

The position will offer a salary of £32,800.

What we offer:
• 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


Key responsibilities:
1. IT Infrastructure Support
• Managing local site-related projects, from inception to delivery.
• Working with project teams to transition projects into BAU, ensuring that documentation is maintained and updated.
• Provide 2nd-line user, hardware, software, and network support for Yusen staff across multiple sites via our incident and request management system (Service Now), phone and email.
• To provide infrastructure support to identify and resolve problems quickly (software, hardware and network).
• Basic networking and network fault troubleshooting skills, e.g. IP addressing, diagnostic tools, VLANs, protocols, wireless, switching and routing
• Work with the team to handle ongoing maintenance, e.g., service pack installations, hotfixes, software upgrades, etc
• Ensure that anti-virus tools are up to date across the estate.
• Work as part of the team to distribute knowledge, ensure training is given to 1st line support, and work with 3rd line to increase your knowledge.
• Ensure infrastructure work instructions are always fully and accurately documented in a consistent manner
• Ensure all policies and procedures for change management are adhered to.
• Supporting Out of Hours as required.

2. Continuous Improvement
• Maintain up-to-date knowledge of industry trends and initiatives, recommending and implementing as appropriate to ensure we remain current with new technology.
• Continuously look to improve processes and procedures to drive efficiency and improvement in business operation and customer service.

3. Policy & Procedures
• Ensure that all company procedures are always followed, including people processes, performance, etc.

4. Health & Safety
• Ensure all health and safety procedures are adhered to, including PPE, taking appropriate action where procedures are not being adhered to or could be improved.
• Ensure all equipment checks are carried out in accordance with procedure, taking appropriate action to ensure a safe working environment for all employees.

Key requirements:
• MCSE certification, equivalent industry-recognised qualification or equivalent industry experience.
• Relevant IT support experience ideally within 2nd line setup
• Experience in computer hardware/software innovation and delivery
• Good knowledge of Active Directory/Entra user/group management
• A strong focus on service delivery and customer satisfaction
• Attention to detail with a methodical and thorough approach to work
• Strong written and verbal communication skills
• Ability to perform complex troubleshooting to isolate, diagnose, and correct problems
• Able to use initiative to find and implement solutions
• TCP/IP and networking
• Disaster recovery and business continuity planning
• Understanding of the Internet and related technologies as well as cloud-based asset management tools (e.g. Intune/42 Gears)
• Strong customer service and communication skills (both verbal and written)
• Customer and delivery-focused
• Good interpersonal, project management and presentation skills
• Flexible and willing to learn new technologies and applications
• Full driving licence as role will require occasional travel around the UK

We thank all applicants for their interest, however, only those under consideration will be contacted.
Please note, applicants must have the legal right to work in the UK, as we are unable to offer visa sponsorship for this position. In Yusen Logistics, we understand the value of utilising AI and other technologies to support the application process but we encourage the candidates to use them to enhance their application and not replace their own effort and authenticity. Therefore, candidates should not rely on AI-generated responses during the interview process. Yusen Logistics is an equal opportunities employer, who encourages applications from all suitably qualified and eligible applicants regardless of their personal circumstances. We make our recruiting decisions solely based on the skillset and experience. Diversity allows us to create an inclusive environment, where our employees can strive and grow their potential. Yusen Logistics are proud to be a ‘Disability Confident Committed’ employer.