2nd Line IT Support Technician
| Posting date: | 22 April 2026 |
|---|---|
| Hours: | Full time |
| Closing date: | 06 May 2026 |
| Location: | SR7 0PX |
| Remote working: | On-site only |
| Company: | Prima Cheese Ltd |
| Job type: | Permanent |
| Job reference: |
Summary
2nd Line IT Support Technician
Location: Seaham
Employment Type: Permanent Full time
•Company Pension
•Life Insurance
•Employee Benefits Platform
•Employee Assistance Programme & 24/7 GP Access
•Holiday Club – discounted breaks
About Prima
Prima is one of the UK’s largest suppliers of cheese to the foodservice and food manufacturing sectors.
With nearly 30 years of heritage, we export to over 55 countries and employ colleagues representing more than 20 nationalities across two sites. Prima North in Seaham is our core production facility and operational heartbeat. Prima South in Islington, London drives our commercial growth and brand presence.
As we continue to grow, strong and consistent people standards are essential to protecting performance, culture, and compliance across the business.
The Opportunity
The 2nd Line IT Support Technician will act as the primary point of contact for 1st and 2nd Line IT and application-related incidents and service requests, providing in-depth support across core business applications and infrastructure. The role focuses on investigating, diagnosing, resolving IT incidents, requests and application issues while working very closely with customers, as well as liaising with partners, suppliers and vendors. Working to maintain an excellent level of service in a food manufacturing facility, where quality and continuous improvement are driving factors.
This role encompasses duties from both frontline IT Support Technician and Application Analyst, ensuring incidents are resolved efficiently, requests delivered effectively and customer satisfaction is our focus.
Key Responsibilities
Application Support
•Provide 1st Line support for in-house developed business-critical applications.
•Investigate, diagnose, and resolve 2nd Line application-related incidents & requests.
•Analyse application logs, error messages, and system behaviour to identify root causes.
•Liaise with third-party application vendors and support partners to log, track, and resolve issues.
•Perform functional testing following fixes, patches, upgrades and releases.
•Support application configuration, user access, roles, and permissions in line with security and compliance requirements.
•Assist with application upgrades, releases, and change implementations, including occasional out-of-hours support where required.
IT Support
•Provide 1st Line support for desktop, server and network infrastructure.
•Investigate, diagnose, and resolve 2nd Line IT-related incidents & requests.
•Support & maintain IT infrastructure to ITSM best practice methodologies.
•Ensure updates with incidents & requests are communicated regularly to the customer.
•Assist with onboarding employees, configuration of equipment and services, mentoring and training in company solutions.
What We’re Looking For
•Proven experience in a 1st and/or 2nd Line IT or Application Support Role.
•Strong understanding of application support processes.
•Experience supporting ERP systems, CRM platforms, or other complex business applications.
•Ability to troubleshoot application issues across interfaces, data flows, and integrations.
•Functional understanding of MSSQL for querying and validating application data.
•Experience working with ticketing/ITSM systems for incident, problem, and change management.
•Strong analytical and problem-solving skills.
•Excellent communication skills, with the ability to engage technical and non-technical stakeholders
Why Join Prima?
We believe that our people are our most valuable ingredient. We foster an environment of mutual respect, offer ongoing support, and encourage career development through training and internal progression. At Prima, your voice matters, your ideas are welcome, and your ambition is celebrated.
Diversity & Inclusion
We are proud of our inclusive and diverse workforce, people are the key to our success, we are committed to providing employees with the necessary support to excel during their career with Prima.
If you require any reasonable adjustments during the recruitment process, please contact peopleandculture@primacheese.com
Apply via: https://www.primacheese.com/careers
Closing date: 6th May 2026
Location: Seaham
Employment Type: Permanent Full time
•Company Pension
•Life Insurance
•Employee Benefits Platform
•Employee Assistance Programme & 24/7 GP Access
•Holiday Club – discounted breaks
About Prima
Prima is one of the UK’s largest suppliers of cheese to the foodservice and food manufacturing sectors.
With nearly 30 years of heritage, we export to over 55 countries and employ colleagues representing more than 20 nationalities across two sites. Prima North in Seaham is our core production facility and operational heartbeat. Prima South in Islington, London drives our commercial growth and brand presence.
As we continue to grow, strong and consistent people standards are essential to protecting performance, culture, and compliance across the business.
The Opportunity
The 2nd Line IT Support Technician will act as the primary point of contact for 1st and 2nd Line IT and application-related incidents and service requests, providing in-depth support across core business applications and infrastructure. The role focuses on investigating, diagnosing, resolving IT incidents, requests and application issues while working very closely with customers, as well as liaising with partners, suppliers and vendors. Working to maintain an excellent level of service in a food manufacturing facility, where quality and continuous improvement are driving factors.
This role encompasses duties from both frontline IT Support Technician and Application Analyst, ensuring incidents are resolved efficiently, requests delivered effectively and customer satisfaction is our focus.
Key Responsibilities
Application Support
•Provide 1st Line support for in-house developed business-critical applications.
•Investigate, diagnose, and resolve 2nd Line application-related incidents & requests.
•Analyse application logs, error messages, and system behaviour to identify root causes.
•Liaise with third-party application vendors and support partners to log, track, and resolve issues.
•Perform functional testing following fixes, patches, upgrades and releases.
•Support application configuration, user access, roles, and permissions in line with security and compliance requirements.
•Assist with application upgrades, releases, and change implementations, including occasional out-of-hours support where required.
IT Support
•Provide 1st Line support for desktop, server and network infrastructure.
•Investigate, diagnose, and resolve 2nd Line IT-related incidents & requests.
•Support & maintain IT infrastructure to ITSM best practice methodologies.
•Ensure updates with incidents & requests are communicated regularly to the customer.
•Assist with onboarding employees, configuration of equipment and services, mentoring and training in company solutions.
What We’re Looking For
•Proven experience in a 1st and/or 2nd Line IT or Application Support Role.
•Strong understanding of application support processes.
•Experience supporting ERP systems, CRM platforms, or other complex business applications.
•Ability to troubleshoot application issues across interfaces, data flows, and integrations.
•Functional understanding of MSSQL for querying and validating application data.
•Experience working with ticketing/ITSM systems for incident, problem, and change management.
•Strong analytical and problem-solving skills.
•Excellent communication skills, with the ability to engage technical and non-technical stakeholders
Why Join Prima?
We believe that our people are our most valuable ingredient. We foster an environment of mutual respect, offer ongoing support, and encourage career development through training and internal progression. At Prima, your voice matters, your ideas are welcome, and your ambition is celebrated.
Diversity & Inclusion
We are proud of our inclusive and diverse workforce, people are the key to our success, we are committed to providing employees with the necessary support to excel during their career with Prima.
If you require any reasonable adjustments during the recruitment process, please contact peopleandculture@primacheese.com
Apply via: https://www.primacheese.com/careers
Closing date: 6th May 2026
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.