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2nd Line Support Engineer / Application Support Analyst

Job Location: Hybrid  |  South East
Salary & Benefits: Up to £42k per annum
Join a busy IT Department servicing a growing retail business!

This is a brilliant opportunity for an experienced IT Support Engineer to join a scaling retailer.

This 2nd Line Support Engineer job will see you join a small but dynamic team.

You’ll be assisting with the management, security, and development of applications and processes within the Retail estate. You will also be assisting in the application support and management of the helpdesk system to solve IT related issues for both stores and Head Office.

The role is varied, with plenty of opportunities to help shape processes and support new projects, including new store openings. You’ll work to ensure the provision and support of new web and software applications as well as hardware such as laptops, broadband routers, and till equipment.

The role.

This 2nd Line Support Engineer job will involve troubleshooting and business improvement work, including


  • Assisting in the management of the Helpdesk
  • Answering helpdesk calls and resolving any issues where possible
  • Trouble shooting and resolving simple network issues
  • Escalate issues to 3rd line support agencies when required
  • Remote access other locations to assist users
  • Provide application support to programs such as MSOffice and other installed and published applications
  • Working pro-actively to troubleshoot problems before they arise
  • Provide support for users during desk and office moves

Business improvement.

  • Assist in the management of software such as our email security suite ‘Avanan’, Panda Antivirus and Microsoft office O365
  • Assist in the creation and maintenance of documentation and diagrams of office infrastructure, underlying services and systems
  • Assist in the Development of security and business processes

About you.

The role would suit a candidate from either an Application Support Analyst background or from a 1st/2nd Line Service Desk / Helpdesk background.

It would be great if you were able to demonstrate the following skills and experience

  • Previous experience in an IT Support or Application Support role providing 2nd line-level support
  • Strong technical aptitude
  • Excellent attention to detail.
  • A proactive, flexible, and adaptable approach
  • Good Knowledge of Microsoft Windows 10/11
  • Good Knowledge of Microsoft Office including Excel, Word, Outlook
  • Knowledge of 2012/2016 Server; including permissions & good level of understanding of Active Directory

Desirable, but not essential it would be a bonus if you had

  • Microsoft Specialist, MTA, MCSA, MCSE, or equivalent
  • Experience managing Office 365 technologies, such as Microsoft SharePoint, Azure
  • Good knowledge of APIs
  • Knowledge of Python or SQL or scripting languages
  • Knowledge of website or e-commerce platforms and applications
  • Experience deploying networks and routers, firewalls, hardware, and software VPN

The benefits.

Complimenting a generous salary, our client offers a comprehensive benefits package including

  • Competitive Salary
  • Generous 20% staff discount scheme
  • Employee Reward Scheme
  • Employee Assistance Programme
  • Hybrid working policy (2-3 days per week in the office)

Ignite Digital Talent are committed to creating equal opportunities, and welcome job applications from all who are qualified and eligible to working in the UK, regardless of colour, ethnic or national origin, race, gender, sex, disability, age, sexual orientation, religious or political beliefs, marital status, or family circumstances.

2nd Line Support Engineer / Application Support Analyst

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