Technical Support Analyst

Müller UK & Ireland; Shrewsbury; Hybrid; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Hybrid working

Life Assurance

25 days holiday plus bank holidays

Company pension scheme

Müller Rewards discounts

Learning & progression opportunities

Job summary

Müller UK & Ireland is seeking a Technical Support Analyst to join our Group IT team. You’ll deliver expert 2nd line support, own issues end-to-end and provide remote and on-site assistance across Müller sites, ensuring a high-quality user experience.

You will support Microsoft 365, Windows devices and workplace services, collaborate with Service Desk, Infrastructure and Security, and contribute to continuous service improvements while maintaining strong documentation and security practices.

Qualifications

• 2nd line IT support experience in a fast-paced environment.
• Experience with Microsoft 365 and Windows devices.
• Good understanding of IT security, governance and compliance.

Responsibilities

• Deliver exceptional 2nd line IT support and resolve incidents and service requests.
• Own issues from initial investigation through to resolution and keep users informed.
• Support and maintain Microsoft 365, Windows devices, mobile technology and workplace services.

Skills

2nd line support

Microsoft 365

Windows devices

Mobile devices

End-user devices lifecycle

Security & compliance

IT governance

Communication skills

Troubleshooting

Driver's licence

Job description

As a Technical Support Analyst, you'll play a vital role in keeping our colleagues connected, productive and supported. You'll be the face of Group IT for many of our users, providing expert technical support both remotely and on-site across Müller locations. Working as part of our Technical Support Operations team, you'll take ownership of issues from start to finish, deliver an outstanding customer experience, and contribute to the continuous improvement of our IT services.

• Deliver exceptional 2nd line support, resolving incidents and service requests with a customer-first approach.
• Take ownership of technical issues from initial investigation through to resolution, keeping users informed every step of the way.
• Support and maintain Microsoft 365, Windows devices, mobile technology and workplace services.
• Provide hands‑on IT support across Müller sites, building strong relationships with colleagues and stakeholders.
• Manage end‑user devices throughout their lifecycle, including deployment, maintenance and asset management.
• Contribute to IT projects, technology rollouts and continuous service improvement initiatives.
• Maintain high standards of documentation, security, compliance and operational excellence.
• Collaborate with Service Desk, Infrastructure, Security and third‑party partners to deliver reliable IT services.
• Support security initiatives, patching activities and compliance requirements.
• Adhere to IT governance, cyber security policies and industry best practices.
• Help promote a culture of security awareness and responsible technology use across the business.
• Experience providing 2nd line IT support within a fast‑paced business environment.
• Strong troubleshooting skills across Microsoft technologies, end‑user computing and workplace services.
• A passion for delivering outstanding customer service and a positive user experience.
• Excellent communication skills with the ability to engage confidently with both technical and non‑technical colleagues.
• A proactive, solution‑focused mindset with a commitment to continuous improvement.
• The ability to work independently, manage priorities and take ownership of outcomes.
• A collaborative approach and willingness to share knowledge and support team success.
• A full UK driving licence, willingness to travel between Müller sites, and flexibility to participate in an out‑of‑hours support rota.

At Müller, we're more than just the UK's favourite dairy company. We're a family‑owned business with over 31,000 colleagues across Europe, built on strong values, long‑term thinking, and a genuine commitment to looking after our people., At Müller Group IT, people come first. We're a supportive, collaborative team built on strong family values, where knowledge is shared, success is celebrated, and everyone is encouraged to grow.

You’ll work with modern technologies, support colleagues across Europe, and play a key role in delivering IT services that keep our business running. We value ownership, customer focus, continuous improvement and teamwork, giving you the opportunity to make a real impact every day.

If you thrive on variety, enjoy being hands‑on, and want to be part of a team that genuinely makes a difference every day, we'd love to hear from you.

What In It For You?

We believe in rewarding our people and supporting them both professionally and personally.

You’ll benefit from:

• A competitive salary with an annual bonus scheme
• Hybrid working policy
• Life Assurance and Health Cash Plan
• 25 days holiday plus bank holidays, increasing with service
• Enhanced Maternity, Paternity, Family and Bereavement Leave
• Company pension scheme with matched contributions up to 8%
• Access to Müller Rewards with hundreds of online and in‑store discounts
• Ongoing learning, development and career progression opportunities
• The opportunity to work for one of the UK's most recognised and trusted brands