Second Line Application Support Analyst

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

Who Are We?

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?

The Role: Second Line Application Support Analyst

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.

What You’ll Be Doing

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.

What We’re Looking For

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

What’s In It for You?

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

Ready for Your Next Career Step?

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.

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2nd Line Support Analyst