Support Analyst

Lorien; Wakefield; On-site; GBP 26,000 - 38,000; Full time

Job summary

Lorien is seeking a 2nd Line IT Support Analyst to provide BAU IT support across three sites in the Wakefield area. You will troubleshoot end-user devices, printers, and mobile devices, and resolve network and printing issues using ServiceNow and NiceLabel. Experience in logistics or distribution environments is highly desirable.

The role involves rotating shifts (PM, Mid, and Early) after induction, with one week per pattern, supporting a busy processing centre environment.

Qualifications

• 2nd line IT support experience required.
• Experience in BAU IT support activities.
• Experience in logistics or distribution environments is desirable.

Responsibilities

• Provide 2nd line IT support across three sites.
• Troubleshoot end-user devices and network connectivity issues.
• Use ServiceNow for ticket management; resolve printing issues with NiceLabel.
• Participate in weekly shift rotation with defined hours.

Skills

Windows 11

HP thin clients

Xerox printers

Android devices

Teams devices

Networking basics

Switch patching

VLAN concepts

ServiceNow

NiceLabel

SOTI MobiControl

Tools

ServiceNow

NiceLabel

SOTI MobiControl

Job description

The team provides IT support across three sites and is looking to engage 2nd Line Support Analyst. Candidates with experience in a Processing Centre, distribution, warehouse, or logistics environment would be highly desirable. Understanding the risks working in a warehouse environment.

The roles will primarily focus on BAU (Business as Usual) support activities, although there may be opportunities to support project work.

Key Behaviours

Candidates should demonstrate:

• Strong teamworking skills
• A friendly and professional approach
• Good problem-solving ability
• The ability to work independently and use their own initiative

Technical Skills & Experience

Second-Line IT Support Experience

Candidates must be capable of supporting the following technologies and environments:

End-User Devices

• Windows 11 desktop and laptop devices (64-bit)
• HP T540 and HP T550 thin clients running Windows 10
• Xerox printers
• Honeywell and Zebra Android devices
• Microsoft Teams phones and video conferencing equipment

Networking

• Good understanding of networking fundamentals
• Ability to patch devices into network switches
• Experience troubleshooting wired and wireless network connectivity issues
• Understanding of VLAN concepts and functionality

Applications & Systems

• Strong knowledge of ServiceNow (ticket management system)
• Ability to troubleshoot and diagnose NiceLabel printing issues
• Understanding of SOTI MobiControl

Shift Patterns

Following induction, the contractor will join the weekly shift rotation:

• PM Shift: 14:00 - 22:00
• Mid Shift: 10:00 - 18:00
• Early Shift: 07:00 - 15:00

Each shift pattern will be worked for one week at a time before rotating.