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2nd Line Support Analyst

Yorkshire and the Humber

  • Reference: 382881
  • Job type: Permanent
  • Salary: £25,000 - £30,000 + Bonus
  • Location: Northallerton

The Company and the Role:

Froneri is the 2nd largest ice cream manufacturer globally. Created in 2016 as a joint venture between PAI Partners, owners of R&R Ice Cream and Nestlé. Froneri is present in over 20 countries, with the Head office function in Leeming Bar, North Yorkshire. Froneri has grown during this time, through recent acquisitions including the Nestlé’s US Ice Cream business, the Nestlé Ice Cream business in Israel and the Fonterra owned Tip Top Ice Cream Business in New Zealand. In 2020, Froneri will turn over c.4.3bn Euro. This is a fantastic time for someone new to join the business and be part of the growth journey.

This is a fantastic opportunity to work in a global business in a dedicated infrastructure support role. This second line role will require you to provide support for any issues that may arise across the group and provide an escalation point for in-country IT teams.

This is a day-to-day service desk position, providing business as usual support and actively monitoring (using Solarwinds) and administrating an enterprise level infrastructure network. You will also provide face to face support for a large site where the main IT function and service desk is based. You will also be a contribute to delivering projects locally and globally 

Technologies you will support include a large VMWare and MS Server environment, Veeam backup solutions, Office 365 etc as well as VLANs, file servers and telephony solutions. 

Salary is flexible depending on experience but also includes bonus 

Key Responsibilities:

  • Provide face to face and primarily remote IT support to all countries within the group
  • Analyse Problems and identify the root cause through coordination of internal and external support resources
  • Respond to critical incidents raised by internal 24-hour monitoring and alerting services outside of standard office hours (shared rota)
  • Act as an escalation point for in-country IT teams, supporting; Desktop, Printers and Scanners
  • Participate in planning system Changes and Change Advisory Board discussions
  • Manage Mobile Device Management tools and maintain policies to protect corporate devices
  • Assist 3rd line Infrastructure team to configure and maintain Server and Network equipment when required
  • Maintain Anti-Virus protection for all endpoints and apply policy updates
  • Provide support to local teams for backup job reports, failures and tape rotation
  • Provide Office 365 support for all online services including Exchange, SharePoint, Skype/Teams and OneDrive

The ideal candidate will be able to demonstrate:

  • A high standard of interpersonal and communication skills, and the ability to handle confidential information.
  • Proven ability to adapt to a changing working environment with a flexible approach to working.
  • Experience of working with IT Service Management tools
  • Experience in all core Microsoft technologies including but not limited to:
    • MS Windows Server 2012+
    • Office 365 Suite
    • Active Directory
    • NTFS security
    • Remote Desktop Services
  • Experience of configuring and maintaining the following technologies:
    • VMware vCenter and ESXi
    • Mimecast email filtering and routing
    • Veeam Backup and Replication

Desirable but non-essential requirements

  • A Level or equivalent qualification in IT Support or Infrastructure
  • Experience working within a manufacturing organisation
  • Experience of supporting ERP applications


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