2nd Line Support Analyst

Hybrid – Birmingham (2 days onsite)
Join a tech team that keeps some of the UK’s biggest retail brands running.

Since 1999, Retail Assist has been powering some of the best‑known names in retail, hospitality, and logistics. From Harvey Nichols and Selfridges, to Papa Johns, Vue International and Hobbycraft, our award‑winning tech services and software help brands deliver exceptional customer experience, every single day.

As we continue to grow, we’re looking for curious, proactive problem‑solvers to help us keep mission‑critical applications running smoothly for our customers. Sound like you?

You’ll join our Unified Application Services (UAS) team, taking the lead on diagnosing, fixing, and improving the retail applications our clients rely on across head office, stores, and distribution centres.

This isn’t just break–fix. You'll become a trusted expert, working closely with 1st–3rd line teams, suppliers, and customer stakeholders to keep systems stable, solve recurring problems, and continuously improve how we support our customers.

If you love getting stuck into complex issues, enjoy learning new systems, and thrive in a collaborative environment — this is the perfect next step.

Application & Incident Support

• Own 2nd line application incidents and service requests.
• Troubleshoot using log analysis, SQL queries, dependency checks and structured diagnostics.
• Guide and support 1st line teams to drive better first-time resolution.
• Work with suppliers and 3rd line teams when deeper expertise is needed.

Problem Management & Continuous Improvement

• Spot recurring issues and help drive root cause analysis.
• Suggest service improvements and refine processes, documentation, and monitoring.
• Carry out minor application config and admin tasks.

Communication & Collaboration

• Work with technical teams, suppliers, and non‑technical users.
• Provide clear updates and reassurance during incidents.
• Build strong relationships and develop an understanding of B2C and B2B retail environments.

Knowledge Sharing

• Create clear, helpful documentation and knowledge articles.
• Share expertise to support team development and reduce single points of failure.

Out-of-Hours Support

• Join an on-call rota once trained, helping keep critical retail applications running 24/7.

Essential

• Experience in 2nd line application support or a similar environment.
• Strong understanding of incident, problem, and change management.
• Confident communicator who can support non‑technical users.
• Logical thinker who enjoys investigating and solving issues.
• Experience with business‑critical applications in retail or multi‑site environments.
• Proactive attitude, ownership mindset, and eagerness to learn.

Desirable Experience with any of the following is a bonus:

• Windows Server
• Microsoft 365
• Active Directory
• SQL Server
• PowerShell/Python
• AWS or cloud applications
• Monitoring tools (e.g., SolarWinds)
• Legacy platforms (iSeries, RTI)
• Managing third‑party or SaaS incidents

• 25 days holiday + bank holidays
• Buy up to 5 extra days
• Discounts & perks via our Benefits Hub
• Travel pass loan & cycle to work scheme
• £1,000 refer‑a‑friend bonus
• Discounted dental care
• Access to childcare scheme

If you want to take ownership, expand your skills, and make a real impact supporting some of the UK’s most iconic brands — we’d love to hear from you.

Apply now and shape the future of retail technology with Retail Assist.