Technical Support Analyst
Location: Market Drayton (Hybrid – 3 days on-site per week)
Contract: Full‑time, Permanent
Hours: Monday–Friday (40 hours)
We are a family‑owned dairy business with 31,000 employees across Europe. In the UK we produce a wide range of branded and private‑label dairy products, from yogurts and desserts to butter and flavoured milk.
We’re seeking an experienced Technical Support Analyst to join our 2nd‑line support team. You will be responsible for resolving escalated technical issues, supporting IT operations, and ensuring continuity of service for end‑users. This role bridges the gap between the frontline service desk and infrastructure teams, offering opportunities to deepen technical expertise and contribute to service improvement initiatives.
Responsibilities
* Provide 2nd line support for incidents and service requests.
* Troubleshoot hardware, software, and infrastructure issues within SLAs.
* Work closely with 1st and 3rd line teams to resolve complex issues.
* Own tickets end‑to‑end with clear user communication.
* Document solutions, known issues, and contribute to the knowledge base.
* Travel frequently to various Müller sites to deliver on‑site technical support.
* Carry out routine system checks, updates, and maintenance.
* Support user accounts, device provisioning, and software installations.
* Monitor system alerts and elevate critical or recurring issues.
* Manage the full end‑user device asset lifecycle.
* Participate in change management and service improvement discussions.
* Follow security protocols and assist with compliance activities (GDPR, KRITIS, NIS2).
* Apply security patches and maintain accurate documentation.
* Share lessons learned to support ongoing team development.
Qualifications
* A technical college degree or equivalent.
* Working knowledge of ITIL processes.
* Strong troubleshooting skills across a MS Windows environment.
* Familiarity with network troubleshooting and system monitoring tools.
* Willingness to join an out‑of‑hours rota.
* High flexibility and readiness to travel regularly to other Müller locations.
Benefits
* Competitive salary.
* Generous annual bonus.
* Life Assurance.
* Health and Care Contribution Plan (HCCP).
* 25 days holiday plus bank holidays (rising with service).
* Enhanced maternity & paternity family leave.
* Enhanced bereavement leave.
* Pension employer contribution scheme (matched up to 8%).
* Exclusive access to Müller Rewards – online and in‑store discounts.
* Development opportunities.
Apply now to join a dynamic team that values your contributions and supports your professional growth: www.mullercareers.co.uk
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