IT Technical Support Analyst

Unternehmensgruppe Theo Müller S.e.c.s.; Market Drayton; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading dairy company in Market Drayton seeks an experienced Technical Support Analyst to join their team. You will provide critical 2nd line support, troubleshooting technical issues and ensuring a seamless IT experience. This role requires a technical college degree and strong skills in MS Windows and ITIL processes. Competitive salary and benefits including generous annual leave and a pension scheme are offered. This position involves hybrid work with regular travel to various sites to provide hands-on support.

Benefits

Competitive salary

Generous annual bonus

Life Assurance

25 days holiday plus bank holidays

Pension Employer Contribution Scheme

Qualifications

• A technical college degree or equivalent.
• Working knowledge of ITIL processes.
• Strong troubleshooting skills across MS Windows environment.
• Willingness to join an out-of-hours rota.

Responsibilities

• Provide 2nd line support for incidents and service requests.
• Troubleshoot hardware, software, and infrastructure issues.
• Travel frequently to multiple sites for hands-on support.
• Document solutions and contribute to the knowledge base.

Skills

Troubleshooting skills

Knowledge of ITIL processes

MS Windows environment expertise

Network troubleshooting

Education

Technical college degree or equivalent

Tools

System monitoring tools

Job description

Müller UK & Ireland is a family‑run dairy business committed to quality and sustainability. We are proud of the many millions of people we serve every day. Our business is organized into three key areas: Müller Milk & Ingredients (MMI), Müller Yogurt & Desserts (MYD), and Müller Milk & Ingredients Distribution (MMID).

MMI produces milk, cream, butter, milk drinks and dairy ingredients from 1,300 British farms. MYD creates favourites like Müller Corner, Müller Light and Müller Rice, bringing smiles with every spoonful. MMID delivers over 1 billion litres of milk each year to more than 5,500 locations across the UK, ensuring smooth flow from farm to fridge.

Milk flows through everything at Müller – from farm to factory to fridge – but the true impact comes from our people, working hard as a team to put smiles on faces everywhere.

As the UK’s most popular dairy brand, we strive to make a real difference for our planet, partners and people, driving a sustainable dairy future. We are growing rapidly to meet demand for our branded and private‑label products on shelves everywhere and offer a bold, entrepreneurial culture with opportunities for all.

Join Our Team as a Technical Support Analyst

Location: Market Drayton / Hybrid – 3 days on‑site per week

Contract: Full‑Time, Permanent

Hours: Monday–Friday (40 hours)

We are seeking an experienced Technical Support Analyst; you will be a key member of the 2nd line support team, resolving escalated technical issues, supporting IT operations and ensuring continuity of service for end users. This role bridges the gap between frontline service desk and infrastructure teams, offering opportunities to deepen technical expertise and contribute to service improvement initiatives.

Benefits for the role: Competitive salary, generous annual bonus, Life Assurance, HCCP, 25 days holiday plus bank holidays (rising with service), Enhanced Maternity & Paternity Family Leave, Enhanced Bereavement Leave, Pension Employer Contribution Scheme (matched up to 8%), Exclusive access to Müller Rewards, offering a variety of online and in‑store discounts and development opportunities.

Technical Support Analyst – Your Challenge

Deliver high‑quality 2nd line support and ensure a seamless IT experience across the organisation. This role requires regular travel to multiple Müller locations, providing hands‑on support where it’s needed most.

What You’ll Do

• Provide 2nd line support for incidents and service requests.
• Troubleshoot hardware, software, and infrastructure issues within SLAs.
• Work closely with 1st and 3rd line teams to resolve complex issues.
• Own tickets end‑to‑end with clear user communication.
• Document solutions, known issues, and contribute to the knowledge base.
• Travel frequently to various Müller sites to deliver on‑site technical support.
• Carry out routine system checks, updates, and maintenance.
• Support user accounts, device provisioning, and software installations.
• Monitor system alerts and elevate critical or recurring issues.
• Manage the full End‑User Device asset lifecycle.
• Participate in change management and service improvement discussions.
• Follow security protocols and assist with compliance activities (GDPR, KRITIS, NIS2).
• Apply security patches and maintain accurate documentation.
• Share lessons learned to support ongoing team development.

What You’ll Bring

• A technical college degree or equivalent.
• Working knowledge of ITIL processes.
• Strong troubleshooting skills across MS Windows environment.
• Familiarity with network troubleshooting and system monitoring tools.
• Willingness to join an out‑of‑hours rota.
• A high level of flexibility and readiness to travel regularly to other Müller locations.

The Process

Join us at Müller and be part of a team that values your contributions and supports your professional growth. Apply now and take the next step in your career: www.mullercareers.co.uk.