Job Overview
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.
Responsibilities
* 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.
* Providing 2nd‑line user, hardware, software, and network support for Yusen staff across multiple sites via our incident and request management system (ServiceNow), phone and email.
* Providing infrastructure support to identify and resolve problems quickly (software, hardware, network).
* Basic networking and network fault troubleshooting skills – IP addressing, diagnostic tools, VLANs, protocols, wireless, switching, routing.
* Handling ongoing maintenance (service pack installs, hotfixes, software upgrades, etc.).
* Ensuring anti‑virus tools are up‑to‑date across the estate.
* Distributing knowledge, ensuring training for 1st line support, and collaborating with 3rd line.
* Accurately documenting infrastructure work instructions.
* Adhering to change management policies and procedures.
* Supporting out of hours as required.
* Driving continuous improvement of processes and procedures to increase efficiency and customer service.
* Ensuring company, people, performance, and health and safety procedures are followed and improved where possible.
* Ensuring equipment checks and safety procedures are maintained.
Qualifications & Skills
* MCSE certification or equivalent industry‑recognised qualification or equivalent experience.
* Relevant IT support experience in a 2nd line environment.
* Experience in computer hardware/software innovation and delivery.
* Good knowledge of Active Directory/Entra user/group management.
* Strong focus on service delivery and customer satisfaction.
* Attention to detail with a methodical and thorough approach.
* Strong written and verbal communication skills.
* Ability to perform complex troubleshooting and isolate, diagnose, and correct problems.
* Initiative to find and implement solutions.
* TCP/IP and networking knowledge.
* Disaster recovery and business continuity planning.
* Understanding of the Internet and cloud‑based asset management tools (e.g. Intune, 42 Gears).
* Strong customer service and communication skills.
* Customer and delivery focus.
* Good interpersonal, project management and presentation skills.
* Flexibility and willingness to learn new technologies and applications.
* Full driving licence (role may require occasional travel across the UK).
Salary
£32,800 per annum.
Benefits
* 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 (Pilates & Yoga, Mindfulness/Meditation, 24/7 support).
* On‑site mental health first aiders.
* 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.
* Up to 25% off gym memberships, high‑street vouchers.
EEO Statement
Yusen Logistics is committed to a culture of continuous improvement and diversity. All qualified applicants will receive equal consideration for employment regardless of race, color, religion, sex, national origin, disability, or veteran status.
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